No sense of urgency

First I call the call centre and ask them what documents do I need to bring with when I want to cancel the policy and I was never told of proof of address.get turned backwithout being assisted because of proof of address. Secondly I get to the branch first thing IN the morning witg the documents required and when I get there they are offline....I waited for an hour at my employer's expense still I could not be assisted. I knocked off early on the same day and waited for another hour without any help. The consultants are busy chatting and there is no sense of urgency at all. I have a good mind to cancel all my policies with old mutual. I have never received such a bad service in my life.