Money back claim still not settled, 3 weeks after claim submittion.

I took out a funeral policy in April 2012. I have a cash back facility which I was supposed to get on April 2017, however did not claim because I received no reminder nor call from Hollard. I only claimed this recently on 22 November 2017 because someone from Hollard called me to offer a new policy and she happened to mentioned the money back claim that is due to me. I have been calling daily since then following up on my refund, every day it's a new story and a new deadline for finalisation. Today I was advised there is a system glitch that is affecting all money back claim refunds. I'm sure it's one of those nonsensical excuses just to stall the refund yet again. I demanded to speak to a claims manager so I can voice my frustration and I was advised I cannot communicate directly with the claims department and that all calls must go through the customer service call center to filter the calls and take messages for the claims department. I asked for the complaints department number and or email address, the same excuse was offered that they will refer the matter to that department and that I cannot communicate directly with them. Furthermore that my claim will be further delayed if this is escalated to complaints department. Only when I mentioned hellopeter.com was I promised by the customer service manager that she will do her best and will personally call me before close of business (16:30). It is now 16:05 and I am not holding my breath seeing that the two previous calls last week produced no results. Pathetic service and lots of excuses. You have just lost a customer. I will take my business elsewhere including the vehicle and home contents policy.