Claim refund

Good evening

i have a Hollard funeral cover for my parents that i joined in 2012 or 2013,when i joind i had chosen and option of money back for five years of not claiming.This year in June i called them because i didnt see their debit order in my statement,i call to ask if the policy was still active? i was told its still active the debit the debited it from the money back that i was due to me,i ten give out my detail to receive the money ive called 6 or 7 time asking about my money all the consultant kee on telling me the same thing,that the my claim was authorised but they do not know when i receiving the money.it irriated me because ive never missed a payment ever since i had this policy.

i hope this is the last time am going to ask for my money or they must give me back my money for all these years ive been with them.

your responce will be highly appreciated. Palesa ********** 823