Once again not the best service

On the 2nd of March 2019 I requested information about a Estate Provider policy I have. I received the information on March the 11th The I requested the document I signed And every time I get the wrong information. About 5 times and no apologies or even the right document. I was told yesterday I was told the advisor working with this has resigned and I have to sign a form to get the document. 1. Why was no one appointed when the advisor resigned? 2. Why was I told to email certain people to get these but now I have to sign a form?