Old Mutual Group Scheme No Reply for 3 Days

I have been trying for two weeks to get hold of Old mutual group scheme.Today I spoke to six different people who were not useful at all. I would like to make a claim towards an education smart plan policy. I have been sent on a round around. Every time I call someone gives me a different number to get assistance only to be transferred to the wrong department. I am so frustrated I would just like to take out my investment and close this policy.why is it that when you want to take a policy the response is so quick and when you want to take out your money there is no one to assist . The one person was telling me its better to visit the offices ,but when I took on the policy I took it online.SO disappointing .