Difficulties at stage 1 of insurance

So if I struggle with policy documents fo a month, been calling with my own airtime asking fr them but with no luck nd they keep me waiting by just saying they are in process. I'm so fed up before even starting a relationship with them , the other lady I spoke to on Saturday was even dramatically worse when coming to her attitude nd my question is if such easy thing cant be resolved then wat will happed in terms of instituting a claim