Cash back ****

Iv been with them for 5 years of which my agreement with them was after 5 years i will get cash back..i called in inMarch the lady said it will be paid in April but she dsnt know which date iv been waiting for a cash back and i see its almost month end but nothing?my plan now is around 400 of which its become.more expensive because i opted for a cash back which seems to be a **** ...after so many years im thinking of cancelling them they premium is increasing extremely high compared to other insurance that i have..so dissapointed