Totally *********** staff

I am wondering if the stories in the news are really a true reflection of how Old Mutual conducts business. I have been a loyal client of theirs for around 10 years, Due to changes in personal circumstances I had to amend my country of residence to the UK, and then back to SA. Since Feb I have been trying to get Old Mutual confirm this is done. The financial adviser is useless and tells me to call Customer Service. Customer Service says I need to speak to underwriting. Underwriting says they don't speak to clients, only advisers. I have tried to get a new financial adviser, no luck. Do these people want to work and do they actually want clients? What if there is a claim on my life policy while this is not sorted - through no fault of my own? Will the situation land up in the news again with Old Mutual not wanting to pay up??? I am on the verge of changing my and my husbands policies to another provider, which I really dont have the time for, it means starting EVERYTHING from scratch. But how can we pay R10,000 every month and get no assistance?