Pathetic cancellation and refund process (Use them at own risk)

I had a maintenance plan on my Audi A3 which was written off before I even claim from Motorite. My vehicle was written off on 27 October 2019. My compressive insurance settled my account within a week. My shortfall cover insurance send a cancellation and refund request to Motorite on 04 November 2019 and I send them the supporting documents on 05 November 2019. When I call them on numerous times they are always telling me that my policy is with cancellation department and they apparently do not have direct line to call so I can follow up with them.

My shortfall insurance then send a follow up email on 13 November 2019 requesting they submit the refund amount as it is delaying their final calculation. Someone from Motorite respond indicating that the payment has been made and when I ask for proof of payment the statement changes to "Apologies, I just double checked on the system and the policy is actually not paid". Then I call the call centre to get the actual status and a lady by the name of Vivian answers my call and she tells me that their turnaround time is 30 days (Whole 30 days!!!) when old mutual settled a claim over 7 times their size in less than a week. I then ask Vivian to transfer me to someone senior and she indicates that there is no one senior available. I indicate to her that I am willing to hold the call until someone senior becomes available and she wish me luck that I will have to wait over 30 minutes. Pathetic

I am happy this happened before I signed up with then again for my new Audi A3 for another maintenance plan. I will never do business with this company again nor refer anyone to them due to their run-around when you want to cancel the policy.