B3 doesn't cater for people with disabilities or incapable

My parent's have this funeral parlour service and had great reviews so I joined but I have never been so DISAPPOINTED & ANNOYED I took a cover of 50K for myself 50K for my spouse all of a sudden premiums have increased with more than 30% not knowing & when I call they said my pay out/ service has decreased so I'm paying more but will receive less how does that even work? Worse with no communication and when I say I want to cancel they tell me I have to write a letter first as to why I can't cancel over the phone so how does this caterer for people who are incapable or disabled then and what if I had moved to another province will I have to visit the branch before cancellation I would never refer this to anyone especially the one in POLOKWANE this doesn't even deserve a rating indeed its true when they say it's a ****.