System faulty

Budget keeps taking my money and assures me on the phone that the policy is active but they cannot even bother to just send a simple emailed letter confirming cover that I can send to clients. Its utterly bizarre and, I think, poor service that I have to phone in to request this letter despite them continuing to take my money. I called in today and the guy I spoke to still sent me a policy schedule stating that my cover had expired! And he did not even send the confirmation of cover letter which was the reason I called in the first place. How useless......... So I had to call again. And then I got a letter on the wrong company letterhead! So I called a third time. And eventually got what I needed.