Funeral policy cancellation

I am writing this on behalf of my husband as he will just let this drag on. He is trying to cancel our funeral policy which number ends in 574. On 17/09/2022 we visited stdbank Constantia (cape town) . After 2 hours we were told by Nadia that they cant help us, He cant write a letter and hand in there, they cant phone him back, he must phone the call centre during business hours to cancel. Cant happen as you wait forever and no phones allowed during working hours. I checked the funeral policy and it says to cancel in writing .....25/9 at 17h29 Sent and email to assurancedivisionadmin@standardbank and received an auto response. 29/9 at 11h44 sent an email to creditlifeDDR@standardbank (got that address from sbsa debt review dept) and got an auto response. 6/10 at 8.00 sent email to both addresses mentioned above 12/10 at 9.58am sent email to both addresses again. So what must I do now? I must cancel in writing as per policy, but the branch wont let me and no response to emails. I truly dont want to see the process if we must claim