Poor service levels

We, as independent financial advisers, contacted Old Mutual, on behalf of a client, to review a loading on a policy late 2023. The "lost" information (page 2 of the declaration of health), not once but twice. We have contacted regional managers and other applicable people, but to no avail, since January 2024. It is so sad, that a well run company's service levels deteriorated so much the past years.