Terrible customer service

I’ve been trying to get my policy docs for the past 3 weeks but despite providing all the necessary info including the policy number all the consultants refer to the employer benefit/policy. After my failed attempt I tried to cancel cos now imagine if I was actually dead and my family needed to access my life cover, this is the run around they would be subjected to! Funny enough they never ever miss a debit in my account included recently after I had already requested a cancellation.