Struggling to get funeral policy cancelled before debit order is requested.

I activated a funeral policy with the intention of adding a parent, but because their u/w policy have now changed due to COVID, they don't cover people older than 60. I have been sending numerous emails and made several phone calls since 6 February to get this cancelled, but every reference number I get are being closed without any action or any consultant phoning me. Just getting email in which I'm asked whether I am happy with the feedback. How can i be happy if there's no feedback? The consultants you get through to only say that the funeral policy dept will contact you, they can't help. I have 7 different reference numbers.

I spoke to Dulama almost half an hour ago and still waiting for the reference number which he refused to gove telephonically and said he will sms it to me.

I need this thing cancelled and proof od cancellation to be send to me.