Bought Funeral policy but they won't send me policy documents

Bought funeral policy online a few weeks back and I still have not received my policy documents. I have a policy number but every time I call, I am told to wait as they can pick up some of my details using policy number but there is an error they need to escalate. They cannot tell me when the matter will be addressed and it has been weeks now. I am tired of playing the waiting game. If 1Life cannot be reliable with sending me documents after a sale, I have no confidence that they will be reliable when it is time for claims.