Turn around time

Why is there a ridiculous turn around time, when you need to access your own money from Old Mutual. I app**** for a part surrender on my policy on Sat 5/12 at St.Georges Str branch, was told that a quote needed to be done by Head Office, and that HO wld send me an sms once this was done. Since it's now the 8/12, I called HO and was informed the quote is with the back office and these quotes normally take 3 to 5 working days, and once I've signed at the branch it will take another 15 - 18 days for payment. Why does it take 23days for this process when it's my own money that I'm withdrawing, yet when I apply for a policy secure LOAN on my policy the turn around time by Old Mutual is 24hrs, is it because with a loan Old Mutual benefits from the high interest charges they're receiving by lending me from my own money?