Policy Queries Unresolved Due to No Communication

Since May 2019 I tried call requesting information as my foster care daughter turned 21 and would like to enquire about her cover on the policy. After many attempts I emailed requesting a consultant calling me. Instead I received an email to rate your service on the 10th of June 2019. So how could I rate something that us unresolved ? So again I emailed my concern. Then I received a schedule with policy details etc., still unresolved as I know this information. I needed to know about the child's cover after 21. On the 19th of August 2019, I get an email again to rate service and in the same breath tells me to visit a branch as this cannot be done telephonically. This is bull ****. The policies was sold telephonically. This means this child has been without cover ever since she turned 21 in May 2019. When my son was going to turn 21, I was called by an gent whom informed me told me he needs to go on his own cover. So what makes this case different ? We have these policies for many years, must we find alternative cover for her. Because if this is the case the whole family will move, including extended family. This shows me that our business is not needed by Old Mutual.