Unfair Business Practice

I have started car insurance with Santam on 27th of September 2021 and today is marks 6 month with the insurance. As of 27thSept2021, I have since asked for the audio recording for insurance contracted/agreement that I entered into and still today I don't have a copy of the recording. I don't know for long I should keep on waiting or this delay is done intentionally for their own selfish reasons.