turn around time for confirmation letter

How many times do one have to phone for a confirmation letter for cover and claim history? My father passed away and although there is a death waiver on policy, my mother contacted A&G to cancel policy from 01/12/2015 which the lady cancelled the policy already effective 09/11/2015 which was not according to request. Waiver still valid until December 2015. on 10/11/2015 i had to contact them again to correct the request and also request the letter for the new insurance company. Every time you phone, you have to speak to different people and all promise to send the letter immediately, on 11/11/2015 i again phoned as i did not receive letter as requested. i even gave an alternative email address as well, and still no response. This is unacceptable as promises are not kept. Please this an urgent request for confirmation letter in order for new insurance company to fulfill their duties.<br> it is sad for me to lodge complaint as we did not had any problems with A&G in the past, why now that one have such request there is a problem.