No reponse or assistance to resolve an admin matter

<p>My parents moved to a care facility after my dad (88) fell and broke his hip. This resulted in a hip replacement and extended hospital care. Due to his hearing problems he is unable to hear on a mobile phone and subsequent to the surgey his speach is also impaired. They used to have a landline and with the assistance of an aplifier he was able to hear on the phone, but as a result of the fall (he went to hospital, from there to a rehabilitation centre and from there to a care facility) he does not have access to a landline. I have to update the details on thier insurance policy. As I was told on a number of ocations I am not allowed to do as I am not a contact person on the policy. My mom is a contact person - however she has alzheimers. I have send a power of attorney to ********** yesterday, however the email was not even acknowledged and when I phoned this morning I just got the same response.</p> <p>Not only do I find the lack of assistance annoying it actually borders on ********* behaviour. Outsurance is currently taking money for which I know they wont pay out a cent should anything happens as the address is wrong as well as the sum assured.</p>