Cash back Claim IGNORED

I first called Hollard on the 29th of Nov 2017 to lodge a claim for my Cash back on the funeral cover that is over 5 years and was told the correct department will contact me shortly. A week later I called again and was told the matter has been escalated and will be contacted shortly for my claim to be paid. 13 days later o response or call and have been informed that I cannot call the cash back claims directly they have to call me. What a **** service and excuses when it comes to paying claims... I should have learnt when they tried to come up with excuses when I claimed for my Aunt who passed in 2014., but were not successful. Please pay the money you OWE me!!