Unable to get travel insurance policy document

It is one of the benefits of Discovery Bank that if you buy a return air ticket with them you will get free travel insurance. Now I have qualified for this travel insurance but I cannot get the policy document. I have to download it on an online portal that requires an OTP. The number they use for the OTP is an old number I used a decade ago when I had Discovery Medical Aid. They are not using my current number used by Discovery Bank. When I call the Discovery Travel number they tell me to call the bank, when I call the bank they tell me to call the medical aid. When I call the medical aid I am told to call the travel desk. I still don't have the policy document after a week of being tossed around by Discovery personnel.