Very difficult to cancel with outsurance

I called outsurance more than a week ago to try and cancel a policy on a property for my mom. My mom is 77 and my dad is 80 and I basically assist them with all their admin, as their age and health hinders their hearing and understanding on most things. The person on the other side of the line said that someone would call me back to ask me questions to verify who I am, and to assist with cancelling the policy. No such person called me and its been over a week. Try taking out new insurance and they will call and nag daily, but for this, its like trying to pull teeth. Why does outsurance make it so difficult to cancel a policy? I've been told by numerous people that its best not to take out any insurance with outsurance, because should the day come to cancel, they make it quite hard to do so. Outsurance please cancel the following policy as we no longer need it: Policy number: OT***9