Initially, with sign up they were persistent and helpful, really catered to my needs and queries

Initially, with sign up they were persistent and helpful, really catered to my needs and queries. BUT.. I have been a client for months now and to date i have not received my policy documents, no welcome letter and pack as per compliance and FSCA regulation. I logged a call with them asking for it to which they kindly responded it will be received in 10 min, 2 days in a row and still nothing. logged on to the app and no profile or documents under my name. all i see is money goi off my account with no knowlage to if I actually have a valid policy with them as they no documents have ever been sent. In insurance, this is a grievous compliance breach