BAD SERVICE HOLLARD,REGENT INSURANCE CLIENT ARE SUFFERING AND CAN`T GET ANY ASSISTANCE

My mom called Regent insurance/Hollard to request a cancellation for two policies and a consultant called Kgomotso advised her that she can send an email with the policy numbers and ID number to request cancellation. I sent an email on behalf of my mom with all the details she request on the 19/04/2021 . with no response i sent another email on the 05/05/2021 and i was advised that a signed policy schedule is required to cancel the policy. Now as a client where will you find policy schedules? if not from your insurer? I then requested the schedules to be sent so we can continue with the cancellation process . 12/05/2021 sent another email to check the progress and didn't get any response. 13/05/2021 i receive an email that they didn't receive a cancellation email after all the emails i have sent they just send me an email to say they didn't receive the cancellation email. Like what kind of service is this? No calls from the consultant dealing with this matter only an email that comes from *** I know Regent is now part of Hollard insurance but does it mean regent client now need to suffer an not get any assistance ? Every month you collect premium from my mom`s account but you cant help her.