Cancellation process

Had a great experience initially with Dotsure. They were so fast to reply and assist me when I wanted to take out pet insurance. However, the cancellation process is tedious. They're not getting back to me via email and when I call them, I'm on hold for a very long time. They're very slow on response when they can't sell you something. I'm not cancelling because I had a bad experience with them, I just need to cancel due to other reasons. Also, why do they only offer discount on their packages as soon as they hear you want to cancel? What an absolute frustration to actually get someone to help me through the cancellation process!