Poor service- AIG Life South Africa (Chartis)

I've got an insurance with Chartis and on the 10th September 2018 I requested a tax certificate to file my tax return. I was told a copy will be emailed to me and I will receive it after 4 working days. How ridiculous. Nonetheless I waited and the 4 days passed without any email from them. To date, 9 days have passed and still nothing. This is absolutely pathetic, in this day an age of fast paced technology, to wait for an email for more than 9 days is beyond ridiculous. AIG is a real disappointment.