Unbelievable

I have been with One plan pet insurance for quite some time now but the policy was on my mother's name, we've never had any issues until recently, I decided to add an extra pet and move the policy to my name and ever since it has been such an issue to get one minor problem sorted out... I received my card after 30 days of first payment, which was great but I quickly realized it was never linked to my policy so I can't use it... I have sent NUMEROUS Whatsapps and it's always the same reply "we have escalated the matter and waiting for the department to come back to us", problem is over a period of 3 weeks I've had to send multiple Whatsapps to follow up, finally the card was linked after telling the consultant I have a vet visit booked in a couple of days, when I tried loading funds the morning of the vet visit, geuss what no success, 5 days later it gets declined... Once again I had to follow up on what the problem is, turns out my card is faulty and they have to send me a new one... After a phone call from one plan on 14 January they said that they would make sure it got delivered today and they would phone me back before 5 o'clock to get the card number to link it... Problem is no follow up phone call and the card doesn't have a policy number or the dependants names on it like it's supposed to...

So here's the problem, on 2 occasions where I've wanted to take my dog /dogs to the vet I wasn't able to because of this issue, I pay quite a bit of money for this insurance so that I don't ever have to worry about not having the funds to take them to a vet when they are sick or incase of an emergency but I don't have access to that right now.... When I speak to a consultant over Whatsapp it's a different person every time so I have to explain it time and time again and send photos of the front and back of the card and I get the same answer every single time.... After 3 weeks of back and forth and it still hasn't been resolved I'm at the point of canceling this policy and I would much rather go somewhere else...