Bad service and no response from hollard life insurance

My ex broker told me he wanted to get me a better policy that my current one with hollard, thats how i found out that i did not have ful cover. Thus i want to cancel my policy with hollard First i phoned them they send me a page i have to fill in( i dont have a printer or a scanner) , i fill in my info without my policy number but they had my id number and i know they knew who email them the cancellation form Two, they email me back the policy number saying they need the policy number? I dont understand i dont have multiple policies only one with them Three, i print at work from my bosses pc the email picture i send them the first time with the policy number this time writen in , i email them again the second picture with all info they would want , i am still waiting on response from them! Before they said it could take 7 to 14 days to cancel my policy really you need 2 weeks to cancel a simple policy I want march 2019 money back and this policy cancelled