No Proper Feedback and Misleading Customer

I opened a medical insurance from GetSavvi and paid my monthly subscription on time with no hassles. The Company promised me a whole lot of different stories as to the delivery of my documentation and medical card. The Company tried to call me on the 15th December 2014 and I was unavailable on my mobile number. I intern called the company over numerous occasions to get hold of my documentation and card. I even spoke to the operations manager Mr. Manual and we agreed that I will receive a call with the tracking number of the parcel. No one contacted me and once again I had to follow up for feedback which is an extra cost to me. I spent almost in total 2 hours of talk time trying to get my documentation delivered and come to a mutual agreement, but the company is not pulling their weight to provide such service. They call themselves a medical company that is supposed to respond to customers but can't even follow up on something as simple as a delivery of documents. The Company does not follow up on their customers unless you call them or try to escalate your query. This is not acceptable and I believe the staff should be trained or the in actual fact the customer service is appalling