Money accepted but policy still no received

I was looking for vehicle insurance, and so I left my contact details on the Alexander Forbes website to get a callback. When I received the callback it was from Sizwe and he provided me with a quote which I promptly accepted as it was a good quote. He then asked me to provide additional documentation, which I did. He told me he would send me the policy documents as soon as the underwriters have approved the policy. That was two weeks ago. I send an email on Friday morning requesting the policy and he said I should have it by COB. Still nothing. I sent another email on Monday(25/04/2015), this time no response. On this same day my bank account is debited for the insurance premium, yet I still do not even have my policy documents. I don't understand how the underwriters can take a premium when they haven't even sent a confirmation that they accept the policy. I demand something be done about this and that my premium be sent to me as soon as possible