Poor customer service

I had this insurance on my previous car. Before accepting it I was told that if my car got ****** or hijacked or being written of on the accident they will pay R10000 if I buy another car within 3 months from the approved McCarthy dealership. I was involved in accident last year 2021 October and the car was written off. I bought another car from the approved McCarthy dealership. I submitted a claim immediately after buying my car. Until today they have not paid that loyalty. Every time I phone them it’s like we just started the process. They ask me to send some documents but I have sent those documents more than three times now.