Sanlam icover funeral - Does it exist or it's a **** ???

I wanted to change my debit order banking details since March i've been sent from pillar to post. 1.My online portal has a check & change option of which allows me to change banking details but cannot save because it requires and OTP which load for sometime and pops an error the the OTP service is currently unavailable 2. I sent sn email to *** twice on different days it was returned by postmaster with message that email address is invalid. 3.i sent another email on *** i did not get any response/ feedback 4.i called ***the consultant said they are not dealing with icover but fail to provide relevant contact details but took my details and said she will ask the manager to contact me, its been 2 weeks now. 5.i called another number ***i was told they don't deal with icover they can't help me with anything 6.i sent an online enquiry to *** with the hope that they will revert my email to the relevant department and after a week they responded with the email that says "service request number ***, note that icover doesnot have online portal you must contact ***" which is one of my other option i tried not once but several times. I NEED ANSWERS TO THE FOLLOWING QUESTIONS BEFORE I TAKE THIS MATTER TO THE OMBUDSMENT How am i going to contact icover should i have a claim as i have proof that all communication information that is on my policy document is not valid and there was no correspondense that there are changes/temporal not available in their icover contacts. Sanlam seems to not have any information about this funeral policy, isn't they underwritten by SANLAM? Can we not be misled by big companies & logo and be told which umbrella does icover fall under and where are their offices.

My policy no is ***- please communicate via email as i might sometimes not be able to take calls as i am on vacation and should not be worrying with funeral policies.