Query not answered

Called Old Mutual to confirm the Email i received that they are offering their clients free credit report. I was referred from customer service to family support as i have funeral cover with them. Family support request my ID Number and i gave it to them and my Policy Number. I ask if after i have given them my ID, is it not possible to see my policy number on the system. To my surprise they don't have access to the system. Requested my cell number to call me back ( I thought they have it on the system) I was then referred to Client Service. I then drop my phone. My query was not answered