customer service is a ****

If we cant get simple policy documents that shows what the insured is covered for then what more can we expect when we want to put in a claim. My mom called last week and spoke to a guy called Veni to request her policy documents. Policy number PR543528 but for some reason we didn't receive the documentation. On Monday the 30/01/2023 We called again requesting the same documents . We spoke to a lady called Kelly, we gave her a different policy number but the only documents that she sent through was the terms and conditions of the policy. No information regarding the insured and what she is insured for. How can sending policy documents be so difficult? It is now the 01/02/2023 and no communication from them.