Affinity health quick to take money but not to get back to clients

I have sent emails asking for tax certificate on 25 May. No reply. Logged a ticket on their website on 29 may. On 30 May I get this email. I trust you are well,

The matter below refers:

I sent a email more than a week ago asking where to get my medical tax certificate, up to date nobody has bothered getting back to me. It is not the first time that I have asked something with no answer. What do I have to do? Log a complaint on hello peter maybe?

Thank you for your query, kindly expect a callback in due course.

Kind regards EJL

To date nobody has bothered phoning me. This health insurance is pathetic. They not very helpful in anyway. My daughter had tonsillitis and because it's a day op they refused to pay, which they didn't explain when taking the insurance policy.