Bad experience with Hollard, once known for exceptional service delivery

I have funeral policies with Hollard which qualifies for premium holidays, annually in January. In 2025, the stop order was canceled for the January deduction but this year, they do it through refunds, which take forever. The 1 policy for example paid out on 9 January already but the rest, still pending. It has been escalated since 13 January and still remains unresolved and escalated. I called 5 times already but still no progress. It's almost like the representatives of Hollard think they are doing me a favor. In this industry 1 bad review can cause huge reputational damage. What can be the reason for the delay if 1 policy holiday was already paid out on 9 January 2026