un helpful service

Have you ever seen how when you phone to upgrade your policy or want to add your policy how fast you get service and phone calls, they can pick up your portfolio with ID number. When you want to cancel the contributions you need to do it in writing and the suddenly they can not pick up your portfolio on you ID number, I really find this strange. do they use 2 different systems for new and upgrading of business and one for cancellations ? I will be moving my portfolio for them if they can pick up my portfolio