Bad service

I took a green light account in Sept 2018 that covers both me and my husband, the cover includes disability, retrenchment and death.

It’s over a week were I called and I told them that both my husband and I have lost employment, husband has been unemployed since Covid n I recently lost my job, I was instructed to write a letter which I did, no response n I don’t know my new installment amount and requested change of debit order.

Can old mutual take me seriously