NO customer service whatsoever!!!!

I was on Old Mutual Group Life insurance policy through my previous employer for the past few years. Now I need a conversion certificate stating that the group life policy can be converted into a life policy (staying at Old Mutual), my employer has chosen this option. I have been struggling to get this certificate out of Old Mutual now for 3 weeks. My emails get ignored and when I try to call the customer service line, they drop the call in my ear. It seems no one is interested in helping. I need this certificate urgently as my broker has already started the application for the life policy, and the inception date should have been 01/12/2020 already. I am now fed up. I have sent numerous emails to Thenjiswa at corporate services, but she totally ignores me. Please can someone who actually cares assist me.