Poor service

I have a policy with them and every time i email them they do not reply back. I have decided to cancel the policy, but it looks like they are not willing to cancel it. I spoke to one of their consultant face to face and he told me he can’t cancel i must email the office of which i did on 2019-11-13. The automatic response was that they will call me within 24hrs, and they did not do that. I than made a phone call and spoke to thabile who said i must email her the original email i sent for cancellation at ***. I did that but she also never came back to me because i asked her on the email to send me proof of cancellation. To me it looks like they are only interested in our money not to service us, because even when i email them for legal advice there was no response from them. I will now report this to the ombuds