Dispute

My husband has got a problem with Old mutual and I was the premium payer. 2002 he took policy ,flexilfe on the 1st of Mach,guaranteed cover term was 17yrs, and 1st March 2019,of which my husband never received any written information,claimed that his email was not working,of which,there are other options they could have phoned or wrote a letter. My broker was Ruaan Jonker for me and my husband. He wa asked for new email address as they can't go,through,so my husband gave them my email,the lady who was helping him yesterday, went through the system, and told us the policy doesn't appear at all,she asked if we do have a contract, and suggested that we must email to Complaint department, of which we did today,I am thinking that they taught that we are dead because it's the sixth year now,.I am very disappointed about Old mutual since it's a big company, my husband's name is MrMadumanzima Linganiso ***,,Policy no ***0,please help us as I heard that you don't leave any stone unturned, thank so much