Lack of response and solution to our query

in 2010 we requested an addition life to be insured, 2015 when we asked 4 copy of policy doc we realised it was not done although our premium went up after the request. we started communicating with Hollard since 21aug2015 and to date 29sep2015, all we have been given is the run around and excuses whenever we call or contact Holland. if we don't we do not hear from them. which is causing a major inconvenience as we need the policy docs for the bank against our further bond application. we are @ our wits end and dont know what to do anymore. PLEASE HELP.