11 Years of being a loyal customer and they refuse to give my policy documents

I have a funeral policy with them from September 2014 without skipping a single payment for 11 years, I called in to change my debit order details as i have switched banks and needed to make sure they will collect successfuly end of this month, Smangele was the one assisting in this regard, So there are 2 policies, i covered myself and my son, a separate one i covered my mother because they said after a certain age she has to have a separate policy. I then requested my policy documents as my address is now changed and to ensure they have the updated information, Smangele said according to POPIA they want written confirmation / consent from my mother, i am currently in Gauteng and is in Limpopo, elderly as well who doesn't have an email adress nor navigate through the technology we are using now. I was asked to do a conference call to have her on the line to confirm, I did, they still did not send me the policy documents.

It turns out after 11 years of being their customer, no claim, never given a single 1 month of no premium like other companies, they now regard me as a ******** who is up to no good, in other words I might "Rosemary" my mother. May i please have the September 2014 recording when i took out this policy please before the POPIA was implemented?