Bad bad service from Hollard..rather. No service

Hollard AGAIN. I have a life policy ( phenominal woman) with a 5 year money back benefit of 5 years. The policy commenced in December 2009 and after much arguments and dozens of phone calls I received my 1dt term payment in 2020..which was due 2014 and claimed in 2016 with no response. It was explained that I could only clain for 1 term at the time. My 2nd term claim is thus now due to me but again after a mornings phone calls I have no answer . The consultants claim that I received 2 terms which is not the case. I have the proif of payment from Hollard that I was paid up to January 2016 ( in 2020) therefore I was due for a clain in January 2021. Please addist me in this matter since I am exhausted trying to explain a matter that they should be well aware of ...doing some math they will see I was paid 20% of 5 years premiums snd not 10 years as they insist. I was told pertinently that only 1 term was paid . I really do not know who to contact in this regard since nobody seems interested in solving this issue