FNB *****ing my money on a life policy cession release.

Back story: I have a home loan with FNB, I took a life cover with Betterlife and used it to cover the FNB home loan should I die because betterlife was cheaper than FNB. Now FNB gave me a better cover but for me to cancel the betterlife policy I need FNB to Release the cession on the betterlife policy. FNB refuses to help me in any way, a lady called Joy Mazibuko emailed me and said she did not have the policy document that I had attached on the email that she was replying to, to add to that its a document that is kept by FNB anyway, regardless of all that I still emailed her the document on the 30 June 2020, im yet to get a reply. HOW WILL THEY PAY OUT SHOULD I DIE IF THEY ARE THIS ***** WHILE I AM STILL ALIVE