No Service for a simple request

I have taken out two online funeral policies (oldmutual.co.za), which I have been paying for over the past 5–6 years. I have unfortunately misplaced my contract documents and would like to request copies of them. When I attempted to use the online channels, my ID number was not recognised. A consultant also tried to assist but was unable to locate my details. More recently, when I contacted the call centre, Norma was also unable to trace my two policies. I informed her that I have the debit order references reflecting on my bank account, but she advised that they cannot track policies based on that information. I find this concerning, as I work for an insurance company myself and am aware that such tracking is possible. Could someone please assist me in locating my policies and providing copies of the relevant documents?