How long should I wait for my new policy document

Any insurance company are always over eager when you threatening to leave as you got a better deal from someone else, but when you decide to stay because they gave you R250 discount you expect to get the good service to go with it.. well it has been confirmed on SMS that I will receive my new policy document and still there is nothing in my inbox, I have sent an enquiry, but still nothing in my inbox.. How shiny do you want me to lick you for an updated policy document? Bad service, and it is this kind of service that will make me cancel my policy. If this is the way you handle easy enquiries, how do you handle claims?