No response to Query

i expected better service from old mutual but i don't understand what it is that they do cause i called customer care just to find out what it is i was paying for cause i have never received a statement but i only get debited was then told it was a group scheme then was given a number to call i was holding on the phone for over 35min then decided to send them an email just to find out what im i paying for included my ID number and contact details just for a simple statement and understanding what it is that im paying for and got a response saying i should include my police number and ID number and was given a ref GSENQ*** I dont even thik they bothered to read my email and i just want what ever police i have with them closed cause they don't take there clients serious