Terrible service from old mutual

I have been trying to increase my premium on my policy via my broker(whom is really trying her best),but we are getting zero support from Old mutual.Forever receiving the same excuse,THAT WE ARE TRYING...I have been with old mutual for a long time,and this is really pathetic service to their clients.I do not understand what is so difficult in making the change...Is there someone in old mutual that is competent to perform a simple task?