Max Investment unaccessable

I visited a branch in centurion mall because I wanted to partially access saving(max invest)which the lady said I can not access partially she has to cancel the full policy ,only then I will have access to my money which didn't make sense to me,I then went to diepsloot mall which they agreed to assist with partially unlocking my savings ,I then received an email that I needed to update my tax resident details which is nonsense to me that I receive such info only if I want to access funds I filled the form then send it back still my money has not been credited in my account it's been a month since I waited for my money to be credited,I have logged calls to their call centre and the answer I get is that it should reflect in my account 2 to 5 business days from there it's just same story every week,I did the same on the app.If I am struggling to get or access money when still alive how about those who will come after one has passed on,it's unbelievable how much one has to struggle to get their own money .worst service ever I can't even trust you guys with funeral policies any more.