Cancellation of Contract

I have send in a signed request to cancel a contract for my client as she is overinsured on funeral benefits. This was done on 17 Sept and to date the contract has not been cancelled and we have not received any response or feedback from Assupol. I called the call centre now and was informed they will try to call the client but will not cancel the contract until they have not spoke to the client. What nonsense is this? She is copied in the cancellation request. She signed the requested - what more do you need and you took another premium from her without her authority.