Loyal Customer lost

Does this people even exist anymore. Cancel them now! I've been a paid up member for almost 20 years now. Today I needed them the most for the first time. I called the head office and claims hotline for the first time 10 times during the day and didn't even once get through to a consultant. Either the call is dropped or you get message that no consultant available. I need legal assistance urgently and this is how after all those years of premiums paid was wasted!