Refusal to cancel policy

So today, I tried to cancel my car insurance policy with Absa insurance direct. I called around past 12. The call was answered within 5 seconds. But then after explaining that I want to cancel my policy, I was transfered to cancellation department. This time around the phone was answer after lots of minutes, which I can't recall exactly. The lady who was supposed to assist could not cancel the contract because I could not furnish her with the excess which I am going to pay to my new insurance. As I was asking for the call reference, she transfers me to another person apparently. The phone rang for 26 minutes and hung up. Just like that. Interestingly, the lady said she is not sure if other people she is transferring me to will assist. Really? Why is someone OBLIGED to dislose to Absa direct the details of his policies with other companies? Now I am stared with a policy which I don't wish to continue with. Dissaponited by this Absa direct insurance