Possible policy cancelation & bad response time

I'm honestly thinking of canceling my policy with this company. For the second year they have not sent out an approval letter to the service agent. It's 14:12 and the first email sent to them was at 09:22. This is after I informed them a week ago I'll be taking in my car for service. It's a pitty the only good thing they offer is good client services, I think her name was Bulelwa. It's really frustrating because I've been with them for years and even recommended them to family and friends. I'm really disappointed. 2 years in a row now with the same issue!