Horrible service

I took out a life cover policy with them on the 20/04/21. I also took out a life cover for my husband and mom, I haven't received paperwork for both my mom and husbands policies, I don't even know the policy numbers but they have already debited my account. They both need to take HIV tests but they cant as we don't know the policy numbers and which pharmacy they can get tested at. On top of that a consultant called and told me they can't send me the policy documents, because I'm not the member yet I'm the one who took these and paying for them. No one responds to their customer email address.