Clientele and their excuses

Please be aware of clientele when taking policies I gave two hospital cash back policies with them and in my policy documents it says after 5 years you get premiums back but I have reached over 5 years and I called 4 times already and each consultant gave me a different story so now it seems fair to.contact devi sankaree govender so that she can investigate as well as getting legal help because they debit my premiums on time but failed to pay me wen I am due payment and I have it in writing, when they sell you policies thwy are very friendly but when its time to pay they give you excuses, did anyone else experience this pathetic service