Bad communication

As beneficiary of life cover a policy was created for myself and various family members at Old Mutual - We were informed that we would be taxed in the initial stages. We all received payouts at different times in Dec -Jan and no tax was deducted. I then followed up with the advisor via email but he did not respond. In my contract that I received there is a portion that says that old mutual will pay the tax on my behalf - fast forward to tax season after filing I owe SARS a huge sum. If this was communicated to me after enquiring I would have made provision for this. So I contacted the call centre and they said that forms need to be completed to authorise this, again the financial advisor did not supply this form or inform us to fill this in. So I complete this form and send it both the person that sent it as well as the financial advisor on the 15th and 19th respectively and I dont even have an accomplishment of receipt. You entrust people to assist you to make financial decisions in your best interest but I dont feel this was the case. My dads policy was at Liberty originally and the way the service has been I think I could move it back there. Its not only me affected by this its the majority of the beneficiaries. Please do not ask the financial advisor to contact me as I have been patient and as this person is known to my family I did not want to cause trouble but at the end of the day I am a client and i'm entitled to the same service as everyone else