Sanlam is a ****

My father put all his pension money into sanlam from 2008 plan number ******X2. It was a life cover, he receives a certain amount of the money every month but last month he decided that he needs the lump sum of the money to cover a few things around the house. I was advised to send them an email to cancel the plan by one of the consultants which I did, my father wrote a letter I scanned and emailed them the letter it was last month. I received an email saying that the plan is canceled and he won't get the lump sum!!! The life cover is canceled but he won't get anything what's canceled is that after he passes away the money will be forfeited my mother won't get a cent!!!