Missing Payback - no explanation

Total payback reflected on the statement with the annual payback not reflecting on the Integrater statement, only the value that will be paid in June 2029 no answer on the call centre number ***. No where did I change the conditions of my annual payback since I have had the policy since 2010 yet my money is missing, no integrator statemet in April 2025 which I have received every year withut fail since inception and not payback money to be paid and not reflecting in the statement.