Old Mutual doesn't want to pay out

I requested to cancel and withdraw from the policy with Old Mutual but they keep on sending me from pillar to post, saying i must submit certain documents even though I have submitted everything. I called the call centre and the lady I spoke to confirmed that she can see on the system that I submitted all the documents. Old Mutual, why do you always make it difficult for clients when its time to payout? I am glad I am cancelling this and would advise everyone to take their policies somewhere else because with Old Mutual, you will never get your money back so easily!