Cancellation requests poor service

I took mobile insurance with Mr Price 3years back. all the debit orders were up to date. However, on the 09/11/2022 I send a claim form for the broken phone no one responded. The 23/11/22 sent another follow up asking on the progress on the claim still one called or rep**** to my email. today the 09/12/2022 called client services for cancellations as I am no longer interested with their poor service, I was on the call for 15min, when they decided to answer I requested for cancellation the agent transferred me to another department I hold and hold till the phone got get off. I want them to stop debiting on my account since we are not allowed to cancel over the phone.