No feedback of progress

I have used Road Protect through the FNB app on three occasions. The first license was received on time with no problem, excellent service. The subsequent two experiences was not satisfactory. The amount for the first vehicle was refunded without notification to me, the reason for the refund can not be explained when I contacted Road Protect. for the second vehicle Road Protect required extra documents which were supp**** to them. I received an e-mail on 13 September 2018 stating that the documents will be submitted the next day. I had to make a call on 26 September 2018 and was told the license are with the couriers and will be delivered the next day. What is the situation if the vehicle are in an accident without a valid licence?