changes to policy

I had a death claim that I had issues with being settled, after uploading the problem to H/P site, Sanlam seems to get the problem sorted, I was then told by the manager of d/claims to contract another department to change the policy, have emailed (life@sanlam) twice now as call centre can't answer my questions. An automated email response does not qualify as getting back to the client<br> How long do I need to wait until Sanlam can get their staff sorted in assisting their clients? This is the reason why people don't believe in the brand anymore