Poor Service from Old Mutual Group Scheme

I sent old mutual an email and filled in forms to cancel my funeral plan with them since I’m switching over to another insurer. I specifically requested them to send me a cancellation letter but I keep on getting sms’s telling me the policy has been cancelled.

I have sent so many emails, called their call center but I keep on being transferred from pillar to post. I need to send the cancellation letter to the new insurer so that they will waive waiting periods.

Right now I’m not covered because of their poor service. I just need a simple cancellation letter, what could be so difficult with sending one? Should something happen to me, I have instructed my family to dump my body at the office because that’s the only language they understand.