AVBOB cash back claim

My AVBOB policy number is AL***X7. On the 12th of December 2019 I received an SMS from AVBOB about a possible cash back due. According to that message I was expected to e-mail my latest bank statement and I.D. copy of which I did. I e-mailed the documents on the 17th of December 2019. It is almost two weeks ever since I sent them these copies and there has never been action from their side whatsoever. I am just wondering why there is this sort of silence from their side if they initially took an initiative of sending me an SMS about a cash back. They are a massive company and they simply need to be accountable for their actions. If we regard ourselves as their customers and they do not take care of us who should do that on their behalf. Going forward, how should we view this company in terms of the services and benefits they are supposed to be rendering to us in future? In our minds and deep in our hearts, we need to face reality here, as clients do we really deserve to be given this type of service? Who is to blame here, employees or the company itself? AVBOB employees please give us the good service that we deserve because we are the ones who put bread on your table on a daily basis. AVBOB is where it is today because of our monthly premiums and at the end of the day we need to be respected. We just cannot afford this type of poor service anymore. You either give us a good service or we will go and find it somewhere. Enough is enough.