What is going on with this company

I have been a policy holder with Moonlight Provident (Funeral Service for Zimbabweans in South Africa) since last year when they were with the Zororo-Phumlani scheme. I subscribed and they set up a debit order on my account. They have been debiting the agreed amount every month without fail. Believe it or not, up until now, I still have not received my policy certificate. When they changed over from Zororo Phumlani, no one ever got in touch with me. I do not even know if these guys are genuine or not. When I send them emails, noone ever responds to my queries. When I eventually need to use their service, will I ever get service when I can not even get a phone call from them? This is very unprofessional, and I am starting to doubt the legitimacy of the whole operation