Cash Back date pushed out

i have been with 1st for Women since 2019, no claims and the policy states no that you get a cash back bonus on no claims for 4 years, i have been claim free and my payout date keeps being pushed out, i have now complained to everyone i can think of and not even am email reply to acknowledge my email, i have been literally ignored. this by far got to be the worst service i have ever received.