Change policy holder without permission

I'm totally disappointed in Outsurance! I wanted to log onto the app and go in to check on my policy as well as send a document. I found I couldn't see anything or do anything. I phoned them and they told me that's because I am not the policy holder, my fiancé is. I NEVER gave Outsurance permission to do so. I asked them to change it back to me, but only to be told the policy holder needs to give permission!!! I then asked them to phone my fiancé, which they did. But now the consultant said that there is a specific person / consultant that needs to speak to her. It's been weeks and haven't had any luck!!