Disgusting service from your call center

I have been calling the standard bank funeral insurance department for 2 weeks now and everytime I get through I'm being told they are only taking messages. I've left countless messages and no one is getting back to me. I'm starting to worry what will happen the day something happens to my loved ones and I can't get hold of the call centre to submit a claim. This is a major red flag its absolutely worrying. No matter what time you call the call centre isn't available. Is it even operational what is the story here coz this is pathetic