Bad service

I have been a loyal client for b3 funeral insurance for many years now and I recently contacted them twice last week already requesting a form for additional member. I first spoke to their customers service consultant and she promise to email me the form and that did not happened. I called again and spoke to their receptionist by the name of Gugu and she also promise to email the information to me and to date I have not received anything from them. so the question is this how the treat their customers. when I ask to speak to their manager I'm being send from pillar to post. I'm very disappointed to the service I'm receiving from B3.