Terrible Service

On the 28th July 2025 I tried to take our NetcarePlus Accident Cover for may boyfriend on your website and was not able to do so - I eventually phoned the call center on the 1st August 2025 - when I spoke to the consultant and gave all my information my bank details for payment - the address where the card should be delivered, I was told that my boyfriend will only be covered from the 1st September because new policies only start on the 1st and because I and that all policies has already started. I agreed to this on the 5th August I phone the call center again because I have not received any paperwork - I was informed that the email address was taken down incorrectly - we corrected it and I only received the paperwork on that day. On the 8th September I received an SMS to say that payment has not been made - I phoned the call center on the 9th September only to be told that my bank details was taken down incorrectly - I made payment immediately - I then asked about the card that should have been delivered I was told that the card will only be delivered once payment has been received. In this call it was confirmed that the card will be delivered this week. I phoned the call center this morning 16th September and was told that the card has not request. Please explain to me how you will be looking after my boyfriend in a state of emergency when the the basics has not even been done correctly.