Complaint Against Old Mutual, Funeral Policy Payment Issue

I am writing to formally raise my complaint against Old Mutual regarding the unacceptable service I have experienced. On 26 February, I spoke to a consultant who advised that he would lodge a query regarding the payment for my funeral policy that had not gone off. I was assured that this would be attended to. However, nothing has happened since then. From 27 February onwards, I have repeatedly attempted to call your offices, yet I have not been able to get through to anyone. Each time I am kept on hold for over 45 minutes with no assistance provided. To make matters worse, the consultant had the audacity to send a survey asking me to rate the service, despite the fact that my issue has not been resolved and no actual service has been delivered. I then sent an email on Friday and received a list of contact numbers to call, which simply leads me back to the same unanswered lines. This does not resolve my query. My serious concern is that if something unfortunate were to happen, my claim may be rejected due to a missed premium, even though this missed payment is clearly due to your administrative or system failure and not my fault. This is completely unacceptable, particularly for a funeral policy where reliability is critical. I require urgent written confirmation that my policy remains in good standing and that I will not be penalised for this missed premium. I also request that a consultant contact me immediately to resolve this matter. Please treat this as urgent.