Life Insurance Corporation of India [LIC] — Not accepting the signed documents via email

I had 2 policies in LIC which I want to surrender as because of GST issues .. I dont want to keep it continue. I asked customer care services to provide me info how to surrender as I am in Australia and we dont have plans yet to visit India because of COVID-19 pandemic. They told me list of docs which we arranged and send via email to the agent and agent took those docs to branch manager. now after 4 months of doing all this branch manager is not accepting the docs and said either we go there or send him the original signatures via post. Because of pandemic situation we tried to send docs to India for some other reason it never reached to destination. I asked him why he dont accept as everything is there including the original copies of LIC policies, He said how would he know that I am the person who signed these docs. I said u can talk with us on video call if need to see who we are, he said nope as only needs original signed copies. I talked customer care and after 1 hour of headache upto team leader they dont have any option in this situation to sort this issue. Thats my money, our money and how come and who is branch manager to hold it when we dont want to continue. Branch manager said he will not do it and I can call to customer service and say them to do it. What the heck these people are self made bosses of the public run system??? He hanged my phone up and said I have other things to do and not free here. My money is stuck there and absolute horrendous situation created by Branch manger.