Service level is disgusting

I'm very disappointed ib the service level at old mutual, I took out a policy in September 2022, I consulted the person who signed me up initially Hurley, I received some bloods and needs guidance on how the claim process works. She just forwarded me a email address. I tried calling the callcentre numerous times and was promised to be callback but still nothing. Once the policy is signed up. I didnt recieve support from the broker nor the callcentre. Its horrible customer exprience. Imagine if someone is terminal ill and has to go through this painful process.. Not acceptable!!!