Poor administration and bad service

Guys I cancelled my first policy with this company because of the poor administration. I decided to give it a try again . First debit went on 25th this month. I have never received any call as promised to do my medical checks. I call and speak to Shandre Mackay who was impatient and placing me on hold and asking that I send proof that debit went as on thier side is stil pending. What happens when I die and my kids needs to claim whilst I struggle as the policy holder due to bad service and poor administration? Is this the way companies treat paying clients