Assupol Staff not cancelling Policies

I went to one of the Branches in Standerton Mpumalanga to cancel my Mother's Funeral policy on the 3rd of January 2025 We were advised that it would be done in a week or two . She signed documents but to our shock the policy is still active Our mother is very old and cannot be going to the branch to check if people hired are doing what they are hired to do

She cannot afford this policy hence we drove her to the branch to cancel it I need this resolved ASAP