Very poor customer services

It's been weeks now since I deal with a cancel policy of mine. They don't answer you on phone only on emails and when they decide to help you.why services has change so much with covid that companies like old mutual dont even care to call you . They ask for documents i send but it's been 2 weeks no answer even if you send emails. Our customer services is no longer in the work place. Old mutual make me so negative towards them i can only think bad.