Cancel policy = Discovery Insure keeps your total IFA balance

A few months back I cancelled my Discovery Insure policy which I had since 2016. There was over R20 000 in my Insure Funder Account at this time. I understand a portion of this is 'matched' by Discovery Insure, but at least half of this is my own money that would have otherwise been paid out to me each month as cashbacks.

After wondering why I have not received any payout once the policy cancellation was completed, I have now been informed that I "forfeited" this money by not putting in a formal request for MY OWN FUNDS before the policy was cancelled.

This is really ********* behavior as I dealt with several people in this whole process. At no point in time did anyone inform me that this was the case. It's also not specified in the policy document.

I am livid. This is effectively theft.