Why is it so difficult to get a policy document?

I asked for my policy document to be emailed to me when I first app**** for the insurance policy. It was not sent, I asked again on the 15th March still it did not go through again. <br> <br> I called today multiple times to get my policy documents for my policy document that is effective TODAY!<br> <br> They say they are having back log issues on their systems and sending documents is a bit slow. I then asked if I can use the online manage my policy feature to view documents which I assumed was a back up. So when I log on, there are links for the document but... when clicking them all of the documents are blank. There are 16 documents with the same date titled Doc Summary of cover so I randomly clicked on them and I couldnt find the one that actually had the document. I called the call centre and they confirmed that all the documents are BLANK. Wow! FFW your service is really shocking. I used to insure with u in the past and I am dissapointed the service has gotten this bad! <br> <br> I now have insurance that I dont even know what I am covered for and what the terms and conditions which is just absolutely unacceptable.