Incompetence or deliberate bad service??

If I could give them zero stars I would have done so. I am trying to cancel policies on my mother's behalf and have submitted a letter giving me authority to act on her behalf in August. The first agent I called today put the phone down in my ear when I said I want to cancel. The second told me that my mother must call and that he is not aware that I have authority. A so called team leader promised to call me back which happened but their phone lines are so bad we can't talk to another. Now they say a manager will call me. It appears as if they do not want the policy cancelled so they are trying to frustrate me to the point where i just leave it. They also changed their claim requirements without notifying clients. They now want marriage certificates or divorce orders of the deceased which was never the case. On submitting a claim they do not contact the policy holder to inform on progress. We had to call them