Unhelpful, *********** consultant

Purchased airtickets to Japan. They didn't even tell me we automatically qualify for cover. When I queried it, (a waste of my time and resources), they said yes. But they were so unhelpful. I still have not received any policy document and the trip started yesterday!!! I am very upset because surely when I queried they could send me the cover via email. If anyone there is more competent than the lady who tried to "help" me but was useless, please assist urgently.