Fed up!

On the 27 November 2017 I put in a claim for "my money back claim" were by customer service consultant assisted me according him my money was going to be paid out with in 7-14days to date. I called in yesterday to confirm how far my claim is the customer care consultant told me that he will confirm with the claims department what's going on and I'll receive an SMS to notify me till today no SMS. Last year hollard gave me problems on one of my funeral policies that was sepose to be paid but you gave me long stories but funny enough when ever I called in I was always told one policy was suppose to be paid out long ago. I need to know when my money will be in my account you can't be advertising "get your premiums back in 5years"and when the time comes you wanna give me the run around.