Request for an underwriter's termination letter

We cancelled my Uncle's funeral policy with Zwide Unique Funerals in Zola, Soweto at the end of March 2024. The new funeral undertakers seeks a termination letter from Zwide's underwriter showing the entry and exit dates so they can waiver the 6 month waiting period. The owner of Zwide initially said the underwriter would not forward such a letter. I requested her to give me their contact details. She turned around and mentioned that she would get it from me, then was hospitalized, then she had load shedding then she was in a meeting. These are all the type excuses I got from her with each of my attempts to get the letter. On the 24th April texted her, she called and promised to send me the letter upon following up she chose to ghost me. What if my uncle dies before the 6 months lapses, who's going to carry the funeral costs? I need urgent intervention.