Extremely difficult getting through to your Call centre

I have existing funeral cover with Old Mutual and it is extremely difficult getting through to the call centre. Today I waited 17 minutes for someone to pick up. This was my third call this week trying to get someone to assist with a quotation.

Unless Old Mutual is compensating customers for airtime they should seriously consider people are no longer in a good financial position .

My dad passed away a month ago and while at the branch I took out a policy with the lady that was assisting me with the claim. I am looking at increasing the policy value so I have tried several times in the last 2 weeks getting through the call centre and since the call centre takes forever to answer my airtime get exhausted. I spoke to a consultant who said that only the financial advisor that I took the policy can assist. Why was I not told about this when I took out the policy or even sent direct contact details of this person so I can query.

The other thing is that there is a new product called Protect which is not what i took out. I had asked for a parent funeral cover. but this is apparently is what I have taken out but it disturbs me that the 2 consultants that i spoke to dont know what it is about.

All I want is quotations on increasing the policy value, Why is it that difficult to get done