Max Bupa — max bupa and policy bazaar time consuming service

I bought max bupa goactive plan from policy bazaar. When for first time i wanted to avail the service to understand the procedure for taking opd consultation service, i called the toll free number of max bupa where although waiting for 10 min i was not connected to the executive. Then i took the help of online chat of max bupa, told my issue, they forwarded my number to an agent of the max bupa, that person told me that since i have not bought the policy directly from the max bupa, he won't be able to help me properly so i need to cancel my policy and directly purchase it from company which will cost me rs 2000 more. This does not make sense to me, so i called policybazaar to help me in availing the opd service, i asked the executive to directly connect me to the max bupa team of the policybazaar, she said that i need to tell her the issue first and then only she can connect if needed. I told that max bupa team will better know the details and will be able to help me but she insisted on telling the issue to her first, i told her about my opd service and the agent who asked me to cancel the policy, she told me to send an official mail regarding this.
So at the end, my purpose of fixing an appointed for opd consultation, understanding the reimbursement procedure was not fulfilled by both max bupa and policybazaar, and this whole thing wasted more than 2 hours of my time.
This is the hassle i faced only for getting opd, what will happen if i was in an emergency situation, will i oscillate between max bupa and policybazaar!!! And why i have to pay more rs 2000 if i buy the policy directly from the max bupa. How come the max bupa website connected me to such an agent who was sitting in karolbagh (Delhi) and advising me to cancel the policy and pay more rs 2000. I was not even sure if he was telling the truth or not.
I have asked the policy bazaar to cancel my policy for which they will deduct 25%, in spite of this deduction i want to cancel it. I am not opting for max bupa anymore and not for policybazaar.

There is even delay in processing my cancellation request.