Unable to provide an active policy letter

I am so disappointed with Clientelle. I have a life policy with the company and a portion of the policy is ceded to FNB for mortgage purposes. The bank requested that I provide an active policy letter stating the benefits and that the policy is still active. I have literally called clientelle 8 times requesting this letter, and they keep on sending the policy schedule that I already have dated from the time I took the policy, this is not what I am requesting and I have run out of words trying to expalin what an active policy letter is. The people at the call centre are so *********** its actually a joke.