Pathetic service.

Absolutely dissatisfied with service. Called them a few times with no results. My mum had taken out a funeral policy with them. Firstly to get through to them is almost impossible. When I got through, they couldn't find her policy, eventually when they found it, I told them to update it as it was a very old policy, which was taken out in 2000. Gave them my email address and was told it would take 15 to 20 minutes and I will receive it. Waited the whole day and got nothing. Went through the same process again the next day and was told I will get it within 2hrs. Still nothing. I even told the lady if I don't get the updated policy then I will cancel and she told me if that's what I want to do then it's up to me. Yet this morning their debit order went out without failure. I still never get the updated policy, what must i do?? It's a long time that my mum I paying for this policy.