Cash Back ****

In 2012 i took signed up for their cash back funeral cover, i got the cash back in 2018/19 now when i wanted to claim my cash back, i was advised that the no longer offer the cash back due to their license change and was told they made the 2nd cash back in 2021 but i didn't receive it or the communication for the product change. Was promised feedback within 5 workin day but till today i am yet to be called or emailed regarding this query. I have called back twice but can't speak to their agents as they drop the line after the verification has been done