Slow to process payout of cancelled policy

I have been a PPS member since 1983 and am now retired and wish to cancel my sickness/ disability benefits with them and withdraw my profit share. To do this I need a quote with an amount and a reference number. I was told this would take 10 working days! Why so long? Anyway it is now day 12 and I have received nothing and was told if by this afternoon I do not receive it, I must phone again and they will escalate it. How long is it going to take to get MY money? Unacceptable. Once I submit the forms it apparently then takes 40 days for the money to be paid into my account. I recently cashed in an Allan Gray investment which took 3 days from start to finish- how professional they are. Why should it be so different with PPS? I have paid on time all these years, all I want is what is due to me paid timeously. I cannot see what the delay is and don’t know who to speak to to remedy it. I shouldn’t have to. Very quick to sign me up and it feels obstructive in payment processing.