Poor service

Your service is very poor. I called your offices last week, requesting for a document to be sent to me via email. I was told that it will be sent to me on the same day. I called again today and I was told that the person dealing with my policy will call me back. I am so worried if it can be such a struggle to obtain a document, just a document. What will happen if one of the beneficiaries die? This is worrying me