Inaccurate financial advice on policies

I had a policy for more than 16 years with assupol. I recently cancelled my policy on the information i was given by an assupol employee that an amount will pay out on cancellation. When i started to enquire about the date the payment will take place i was told that there is no payment. This is un acceptable as i made financial decisions based on advice given by them and now i do not get any response from Assupol in this matter.