Shocking service

I have this edcon legal plan for about 9 years. Today I called Hollard to find out how can they help me with a legal issue. Firstly getting through to the right department is one big mission. The IVR is so lengthy that you even forget what option to press...Anyway I finally get through to the Europ Assitance call center, where all this drama now starts. While I understand that the policy is being added to my edgars account, I would assume that Hollard is able to assist me. Just a note to consider....I haven't had any and I mean any correspondence from Hollard or Edgar's in the 9 years that I have this plan. I'm now being assisted by the Europ Assitance person where he is checking my details...only to find out by him that this policy is underwritten by Bryte Insurance and Hollard cant help me. Again, in the 9 years, no correspondence from Hollard or Bryte to say that of I have any questions or assistance who should I call. This is quite terrible so say the least. I then call Bryte Insurance and after being put through about 8 people, no one could still help me. Someone answered the phone and when I said I just want to find out if I have a policy, i was out back to the switchboard. How much bad service can a person take. I was even put through to the medical department after asking for legal. Clearly two different words. Called Hollard again and now still waiting.... What am I paying for each month...what kind of service is this where clients are not informed about changes.... Just to mention as well...I requested policy docs on 18 October 2020 and only got the docs on 21 december 2020. This is bad and no correspondence from Bryte as well.

I dont know what agreement is between the two companies but no telling the client is even worse.