Poor customer service

I have a cash back policy with Avbob which started in 2012. As I was going through my papers I realised I have been with them more than 5 years and should have recieved cash back. I then called in and the consultant I spoke to said I qualify and to receive the cash back I must email a bank statement and the copy of my ID. I asked the consultant to send the email address to my email as I did not have a pen close by.The consultant said she will sms it to my cellphone. The next day I left a msg so that avbob can contact me they called later in.the day but only one call my cellphone rang while I waa driving so I could not answer .Instead of calling me again they sent a sms saying.they could not get hold of me ans I should contact them.I then emailed them twice to question why they did not contact me to inform me about my cash back and how they could only call me once .Why did they not try again I have other funeral policies and they call more than once.I then sent another email saying I am dissatisfied with the pathetic service I have received and I fear what would happen when my family has to claim one day as it seems I am being ignored because they have to give me cash instead of the other way around.If I was enquiring about another policy they would have called me more than once. I am still waiting for someone from avbob to respond to complaints