SANLAM = NO SERVICE AT ALL

Is Sanlam a government entity because there's no service. I've been struggling for more than a week just to get a policy schedule or even a number, I went on WhatsApp which you get no answer, email no answer you hold for more than an hour and no answer how am I supposed to feel about this HORRIBLE service I get. They answer here on Hello Peter to act like you get service then they say they'll refer you to the right department but no one answers, should I then visit a branch to get what I need? I am traumatized by the service.