Bad service

I joined Oneplan Pet Insurance on 1 March 2019, I am still waiting for them to send me my card, repeated phone call assured me that the card would be issued "within the next week". What kind of service is this. I am going to cancel my Pet Insurance and my own Health Insurance. My cat (the pet insured) is sick at the moment and I am going to have to pay the vet in spite of belonging to this scheme. If you are looking for Pet Health Insurance don't get Oneplan