Poor policy cancelation experience

I've been a loyal client with Kong Price for 6 year and understand that they have a process, but recently I wanted cancel my policy with King Price Insurance, and let me tell you, the experience felt a very frustrating and bit impersonal, and I didn't appreciate it that I was being insulated by their retentions consultant from being direct about me not wanting to share or awnser the questions they had. I felt like I had to justify my reasons when all I really wanted was a simple and quick cancellation. This added unnessary stress to the situation rather than alleviating it. Just a friendly chat and a straightforward cancellation would have gone a long way. I hope they rethink their approach because the customer experience could use some warmth and simplicity.