Terrible service 00

I have been trying to get a voice recording that was done when I took out a funeral plan because I'm disputing what is written on the policy document. Its now almost 3 years and I have not received it. The last follow-up call that I made was on 18 October 2023 and I was told that I'll get it in few days. If sorting out an administrative error is taking 3yrs I wonder what will happen when there's a claim