Unsatisfied prospective client

I was contacted by a Hippo consultant. I provided her with all the information she needed and assumed everything was sorted. Closer to my first debit order date I realized I never received any form of paper work confirming my new medical insurance. I called and sent several emails to then only get a medical certificate which did not have the correct policy holders information and only had my name and surname with the policy number. I then asked for terms and conditions which was their standard brochure which left me baffled how do I not have any solid information and all the terms and conditions of my policy as I would like to believe each clients policy information is different. I gave them a few days and then decided to cancel because if I didnt get any assistance in the beginning how was the rest of the journey going to be like. I was truly disappointed in their effort to assist or lack of proper policy schedule information.