Very Disappointed with lack of service

Is there anyone working at Old Mutual I ask myself? Every time I call them I get a recording which asks for an ID number and NOBODY ever gets back to me. My Dad passed away in February and I'm trying to get some answers on his 2 Death Policies. I managed to get hold of one helpful person who makes a small amount of progress then one hits a brick wall ..... nothing further. Surely consultants are not that busy that they can't reply with a one liner: 'we are working on your query'!!!! Again .... can somebody please reply to my emails - customer service would be nice to receive. The covid excuse is SO old - everyone is using it!!! I wonder what would have happened if I had worked this way at my job???