No policy documents !

On 13 September I purchased travel insurance for my upcoming overseas trip - my credit card details attest to this. I did not receive any policy documents in my email on that day, so I telephoned TIC Johannesburg again on 20 September. I spoke with Fortune who assured me that my policy was indeed emailed to me on 13 September, but that she would re-send it and also asked me for an alternative email address to which she could send the document. To this date no email has arrived in either of my email inboxes. Why is it so hard for TIC's system to send an email? TIC Reference 97206 and 97205.