Paying Insurance Premiums, but card still not received

I became a policy holder for my pet about 5 months ago. I was told that I will receive a card on which the funds will be loaded for a visit, etc. I requested that the card be delivered to my work address, but a couple of days later I receive a call from the courier company saying that they are at the gate at my home. I explained to them that I am not at home during the day, and they must please deliver the card at my place of work, which the courier agent agreed to, and I had to send him my work address, which I not only SMS'ed to him, but also send a Whatsapp. A week later, still no card. I tried phoning numerous times, only to have the phone dropped in my ear by the courier agent. I then contacted Oneplan to escalate, and was told that they will resend the card to my place of work. Three weeks later, it was again time to phone as no card, no phone call from the courier, nothing. I have phone numerous times, and in the meantime also requested that my cell number be updated, and guess what, still no card. Best was that the last time I phoned, I was assured that my query will be treated as urgently and escalated to the card division for resolution. And as before, no response, no escalation, and most of all, NO CARD. And all of this after the agent then informed me that there is actually no insurance plan for me (turns out that she cannot type and think and listen at the same time). I am fed up and are seriously contemplating on reporting OnePlan to the Insurance Ombudsman for breach of contract, as I am paying for a service that I cannot access. If it is not too much effort, kindly contact me this time on your dime, not mine as previously, on ********** urgently, unless it is too much of an inconvenience for you!