Does Hollard exist? No communication, no updates, no feedback!

A cancellation of a policy was requested on 18 November 2024. No response was received from Hollard. Upon enquiry, I was informed that a surrender form needs to be complete and not a cancellation form. A few weeks later, again, after requesting progress on the matter, it was revealed that I needed to send further documentation. No, feedback, no updates and no communication from Hollard whatsoever. Is it their way of deliberately delaying the payout of policies? Are they in financial difficulty? A complain was logged at Hollard on 12 December and still no updates, no feedback, no communication. Does this company actually exist? They happily take a monthly debit order but disappear thereafter!