Friendly service but useless

Renewed my insurance on Thursday and spoke to a lovely friendly lady who informed me that although they had a record of me ringing to change the address on the policy the changes hadn't been implemented on the computer, then she also told me she had no record of my authorisation to speak on behalf of the person I was ringing for. (He's dyslexic and finds dealing with people over the phone a challenge ) Thankfully the person in question was with me at the time and gave his authority for me to speak on his behalf to her. She then assured me that she would put this on the home screen so I could always ring up and deal with issues without more messing about.
The rest of the quote went well and I set up the insurance and was told that the documents where to be sent to my email within 48 hours which was great as we are travelling early this week abroad and need copies of the insurance with us, however by Monday I still hadn't received them so rang up and finally got though to another really friendly gentleman who told me that the previous lady hadn't put me down as able to speak for him and so that couldn't talk with me. My friend works nights, doesn't live at my address and isn't up till late in the day, after explaining all this he informed me I could check the documents online, which I knew nothing about so I decided that was probably the easiest way to get them printed off in time. Sadly no, this didn't work either as it kept saying user not found when I tried to register. Ho hum yet again really friendly service but incapable of getting things right.