Begging for a certificate that has a current date but NO SERVICE!!!

We have had a policy with The Unlimted, specifically Easimed, for quite a few years now. The policy is on my husband's name, but the debit order goes off my account.

We recently found a plan that costs the same but offers more and requested our membership certificate. Certificate was received but our new provider is unable to use it as the date is older than 3 years. We requested for the certificate to be updated to at least reflect this year's date (2018). Each time we call in, they firstly, refuse to speak to me (who pays the account), and secondly promise to have the certificate updated and email it though. I have been struggling for over two weeks now and still no joy. We are 10 days into the new month and because we cancelled our Easi med policy and we now have to suffer the 3 months waiting period penalty, which means I am currently without ANY cover! I have 3 young children. All I ask is for a membership certificate with a 2018 date on it. But that seems like it is too much to ask for. So we requested a certificate with our policy end date (which would have the date 31/08/2018) but even this is too much to ask. I am so glad we are free of these people! But in breaking free I am subjecting my children to NO MEDICAL care because of their incomptence. Why is it so hard to get a certificate?