Poor service delivery and assistance

I was diagnosed with a spinal medical condition a few weeks ago and approached Old mutual to request that my retirement annuity be viewed for a possible loan against my policy or a surrender due to the fact that I cannot work anymore. Their response is terrible and unsympathetic. One of the emails that was sent to me was so unclear. I am in a financial difficulty due to my illness and cannot wait for a R 23 000 to be paid out in 3 years time, not even sure if I will survive till that time. I am asking that they surrender my policy based on my medical condition as this is an unforseen matter and a chronic situation as well.