NO POLICY RECEIVED AFTER A YEAR

I opened a funeral policy with Standard Bank in 2013 and I was told by the consultant that the policy would be posted to my house. I waited for the policy, a year and a half passed waiting even though the debit order for the monthly installments went through without any problems. I finally decided to send an email to [Email Removed] on the 22nd of September 2015, got a response that after a week I would receive the policy via post. A month has passed still I have not received the policy and not even one person from Standard Bank has bothered to check if whether I did receive the policy. If this is the service I'm getting for only wanting a copy of my policy then I would like to cancel this whole thing because most likely when I need to claim there will be delays and lies like this!!!!