Can assupol be trusted and are they able to deliver on their promise?

I took a funeral policy with Assupol 3 months ago and have not heard a word from them to date. I have no policy documents electronic or hardcopy. Surely this is not correct. I called at the time they were experiencing high call volumes and I took the option to sent my query via email. A simple query as such" where is the policy document they promised to send me 2 months ago. Why is it that I still had no response to date. Question= Is it poor customer service I just find it strange that they manage to religiously debit my bank account without fail on the 31st of each months for 2 months now and politely sent me a notification to advise me that the policy premium will be deducted earlier than usual to ensure that I am covered over the holiday period. I am concerned because should anything happen to me over this festive season what happens with assupol. Can assupol be trusted...🤔