Cash back ******* story

Hollard is a ******* company. I have been with hollard insurance since 2015 and today i called asking about my cash back as i had 2 funeral policies with them, and they tell me my policies doesn't have cash back in order to have it i was supposed to pay extra money for me. I thought it was compulsory the cash back. It's not the 1st time they disappointed me, 2017 i put a funeral claim and the money was paid out after 3/4 weeks. You gladly debit our accounts but when you supposed to pay out there is always stories. I wouldn't recommend Hollard to any of my family or friends