Poor client service

I've taken out a Disability policy over 10 years ago. Today I wanted to add dread disease. The answer I got "oh I see you never went for an HIV test" After being transfered 3 times it was confirmed that I did go for my HIV test, but it was never received by 1st for Women??? In over ten years I haven't received any correspondence to confirm that I didn't go for any HIV test??? What if I never phoned this morning....my policy would never pay out if something would happen???? Paying loyal for over 10 year. I have no words...