Lack of professionalism by the consultants

I have been granted a bond from FNB. Part of the grant included FNB Life cover. Life cover is compulsory. I have been contacted by the Life department, went through all the questions, Ts & Cs etc. I did not received an email with as the consultant had promised. I then did a follow up and a week later. I still have nothing. I am now waiting for the contract which will be forwarded i don;t know when, the transferring attorneys need this as well. This is holding up the process.