STRUGLE TO GET A PAID UP LETTER, CANCEL THE INSURANCE

After email and email back and forward. My account is paid up and you own me money, why is this so difficult to send me a letter to say my account is paid and in credit. I requested the letter last week already and the email i receive please wait for your statement. If I wanted to wait I will not request the letter. I WANT THE LETTER TODAY, MORE THAN HOUR ON THE PHONE WITH REDICULOUS OPTIONS AND THEN NOTHING. It is usually the case, if you own some one, they quickly phone you, but if they own you, you struggle to get the letter for full payment. your urgent assistance will be appreciated. Insurance was quickly send to you but to cancel the same issue. YOU CANNOT DO IT , PHONE THIS ONE AND THAT ONE. WAISTING OUR TIME. BUT OUR MONEY IS GOOD ENOUGH.