still waiting for policy documents and cards

A few monthws back we took out some policies . We were promised after the first installment went off the original documents and policy cards will be sent to us. Still waiting and one one of the policies the cover amounts was not even the same as agreed on when the policies was taken out. Got a phone call from a agent. I mentioned it to her. Was told by her if that is the case I must call the customer care and sort it by myself. Asked her to please transfer me to them and she just refused. I want this sorted out and as soon as possible