Bad service from Old mutual

Been a policy holding client for12 years. I try to make an ammendment to my policy ..I feel like I am being made to hoola hoop on a high tightrope while juggling fire *****. The way the advisors are all in your face when selling you their products...courteous...friendly.....is a total **** when you try to even claim. I tell someone I have been on the phone for 36 mins...you still want me to hold on while u transfer me through a system that prompts me to enter my details ..that the next person asks for again....and meanwhile all I am asking for someone to call me back.