Retentions non contactable

The funeral department at Standard Bank is horrible ,I’ve been trying to get hold of the retentions team since 7 days ago ,when I call I hold for 46mins ,the next day I hold for 56mins to no answer ,when I send an email I get an automated email that someone will contact but it’s been over a week now with no help ,my main concern if whether this is the same treatment I will receive at claims stage ,it’s sad that my family had this funeral cover policy for more than 10years and we only realising this now ,it really breaks my heart