Cancellation

Please be advised that the cancellation process needs to be completed for your security and protection over a recorded telephone line and therefore the policy would remain active until we can have a telephonic conversation.

I received the above message in an email, but when I call to cancel they say that it's already been cancelled. How can it be cancelled if I receive emails to say that I have to call in to cancel.

Also, when calling A & G I'm always transferred to different departments before I get someone that can assist me.