Confused

In November 2019 I received a call from Hollard offering a health service insurance policy, l was actually interested so I gave them my email address asking them to send me a copy of the insurance policy for review as I was told about the one month review period,i never received any thing even called the number that was sent to me for inquiries but was never able to get through, left several messages but nothing happened, Jan 2021 I received an sms from ackermans for payment when I check my account the insurance deducted when I called account department they gave me a number saying that they were not able to help me used that number but was told that I could not be helped due to lock down, I decided to pay off my credit and close that account so as no debit will occur as they could not help me, to my surprise at ackermans they say they can't close it due to me having an insurance with Hollard. So I'm confused if they are their affiliates n they can't help what am I to do.