Retirement annuity claim issue

Ive been contacting them for days about my claim for retirement fund. All i get is this annoying AI voice prompts that put you hold for +-20 using your airtime. I email them, and receive an Ai prompted message that someone is going to contact you within 2 days. Receive an email with my current retirement policy number as the reference. I have 3 policy 2 current and 1 that has been laying dormant since 1998. They know that their system reflects 3 policy for retirement why are they sending information that i can't claim on now. Im begining to wonder if all these insurance companies are a bunch of ****mers. Because when its time to pay out there is always an issue. Upset client.