Requesting Copy of contract documents

i have lodged a complain with my insurance company,and the insurance company requested a copy of the contract document from the service provider so that they can finalise the claim.i contacted vodacom who is my service provider requesting the mentioned document.i was told to write a letter and sign it stating the my ID number,the cell number that i need documents for.an email was send at 25/03/15 attaching copy of my ID as requested.then i was told that it will takes 7 days.on on the 25/03/15 i received an sms requesting same documents and few minutes later another sms was sent to me apologising. i called again on the 4th to make a follow up,i was told that my request was still pending.i called on the 5th around 7:00 am making a follow up again,an Agent told me that it is still pending and she will send a message to the person responsible for my request.at 12:57 pm on the 5th,i received an sms requesting me to send documents that were sent to vodacom on the 23/02/15.the person sent this request is Phaffnique Peterson.while i am waiting for the copy of my contract.this has caused a delay on finalising my insurance claim.