Bharti Axa — Policy not changed even requested within free look period

Policy Number:[protected]
Plan Name: Guaranteed Income Pro - Endowment option
Policy document / Welcome Kit delivered date : 23-Apr-2021

I requested BhartiAXA to change my plan option from Endowment to Short Term (Guaranteed income Pro has options - Endowment, Long Term and Short Term). I called Bharti AXA customer care within free look period. Agent advised me to send an email for my request to [protected]@Bhartiaxa.com. I was informed that, once I send my request over email within free look period, my request would be taken care as per Insurance protocols. Due to pandemic and being busy with health issues of my relatives, i did not actively track email responses from Bharti AXA. Later, I have come to know actual email of Bharti AXA cc is [protected]@bharti-axalife.com.

Upon follow-up, they have been asking me to share request number or interaction number that would have been raised by BhartiAXA cc. How would i know the customer care executive raised request or created interaction for my call? Now, they are declining to take up my request. Kindly, assist me in this regard. Please refer my training email for my initial request that was sent on 27th Apr which is exactly 4 days after I received policy document.