Poor service, from email query to consultant to telephone call

Waited a week for a response on the GSEnquiries email? Went to a branch, surrendering my policy and was told 3 to 5 working days. Got an sms few days later saying that I need to provide my marriage certificate to complete the process, so of to the branch I go again consultant scans my marriage Certificate and assures me all is well now, it was because my surname changed. Weekend goes by.and another 2 working days before low and behold I receive another sms to now provide my divorce letter proving my surname on the policy? I was to email and quote a reference nr, so I do that, a day later I phone old mutual Group scheme (held for 30 minutes) just to be told he cannot find my emails and I should have written the reference nr on the document I scanned and mailed....reference nrs in subject lines and body of emails apparently don't suffice and clearly the sms does not say anywhere that it needs to be written on the document it only says quote reference nr and I did so in the subject line and body of email, infact copied the sms as well. So he is now getting an attitude because I am not listening to his advice. I say its ridiculous, put the phone down, get in my car and visit the branch once again, met with another consultant who was not very friendly....scanned in the divorce letter and assured again all is well.....oh and that it will take another 5 working days now????? How unfair! So my quote for life insurance which is pending....I unfortunately will rather look at other avenues due to appalling service and giving me the runaround and I would not recommend to anyone.