Poor service by Monica at absa funeral division

Today I called absa funeral division. I spoke to Monica who was less enthusiastic to assist me. After providing her with my policy number, she made me hold for more than two mins upon her return on the line, she told me she's offline, systems are down. I then provided her with my contact number and email address to email me the 2018 policy schedule. Until now, Monica has not called me back or emailed the requested documents. This is beyond sticking customer service