Living annuity early payment.

I am in a bad shape with my health, and I need urgent help. Public hospitals are packed so my only option is to go to a private hospital. I have short breaths and can't even walk properly. I have a living annuity with Glacier by Sanlam. It's been a week of emails going up and down between myself and them. My plea to them was that they pay me the last remaining monthly payments between now May 2022 upto and including January 2023. We agreed they even gave me the amount that will be paid to me urgently. Now this morning I get an email from them saying a different story and yet yesterday there was an agreement as stated above. I cannot go to public hospitals I am 66 years old can't even walk properly. Can they please advise what the issue is now??? I am aware and willing to have another payment to be made next year in February. It doesn't matter whether it will annual on monthly thereafter, all I need right now is see a doctor. Can they please advise.