Old Mutual - Viresh Narian absolutely useless!!!

Good day, My mum has a policy with Old Mutual for my dad and since our broker moved to another insurance company our new broker we were notified off was Viresh Narian. After he took over he has never sent an email to state that if we require any assistance he is our new broker and this is how we can contact him. After 1 year of him taking over i reached out to Viresh as my mum could not afford the annual increase and the response i got was "i am a manager" so what??? if you cannot assist clients that you are receiving commission on monthly a basis then you are not in the right industry. After numerous messages to him, he said he is in a conference all week and will get back to me the following Monday, he never contacted me. i yet again reach out saying please find someone to assist instead, its been over a month and guess what? Still have not been contacted or assisted. i have been calling old mutual everyday and put on hold for 15minutes or longer. Do we let our policies lapse after paying for so many years because no one is competent enough to actually help??