Disappointing service

I have been calling Outsurance since yesterday, I have taken a life insurance policy for my wife and I about a month back my account has been debited but i have no proof of what I am paying for I still have not received my paper work. I was told to contact Jacqueline on this number *** if I have any problems she has always be unavailable every time I call. Eventually some one else took my call and gave a ref number ***2 and still no one has contacted me back with regards to the paperwork. I have no proof what so ever that I have taken out Life policies with outsurance but my account is being debited. They are too quick to phone you every day to nag about taking out a policy with them once you do then no one seem to want to help you??