Cashback claim from JET Stores underwritten by Hollard.

I have had a Hospital Cashback insurance Through JET clothing store, underwritten by Hollard. I have previously claimed from them 5 years ago, hassle free. My claim period is now yet available now and they are giving me the run around, claiming that I have to make 6 more payments before my claim can be paid. I would like a full statement as to how they came to that conclusion, as the consultant I spoke to on 17 May 2021 confirmed that I do qualify to claim now. The consultant who called me yesterday 07/06/2021 was very rude and dropped the phone on me. The call came from the following number: ***. Please investigate. I have also send numerous e-mail complaints and have not been contacted to inform me on the progress of my claim.

Thank you for taking the time to look at my complaint.