False Advertising = Bad service

I lodged a claim with Hollard insurance for cash back claim on 23 April 2018 i was informed that it will take 10 to 14 days for the claim to be finalized.Today its 30 May my claim has not been finalized every time i call to check i am told the claim has not been authorized no one is even informing me what the problem is. When i took the policy one of the reasons was the cash back claim of which now i can not get. My concern is if i am struggling with cash back what will happen to my loved ones when we claim for a funeral i think i will endure the same run around .False advertising they fail to hour their own terms 14 days passed a long time ago i am still waiting