Cash back not paying out until I raise a query

I've always been such a fan of the Vitality program, and I've certainly reaped many benefits. I still think it's a fantastic program. However over the last 6+ months I've found that I constantly need to follow up to ensure that my shoe booster cash back gets paid out, and similarly for PnP healthy food cash back. It's starting to feel like you guys are avoiding paying unless and until I query it.