Funeral Policy :NO CASHBACK PAYOUT:

I have a Funeral Policy with Hollard which I took in 2013. When I signed up for the policy I was told that there would be a cashback payout after 5 years if you have not claimed, at the beginning of June my policy was due for a cashback payout, every time I contact Hollard regarding this cashback I am told it has been authorised and they have escalated the matter, its now the 23 July I have still not being paid, I have called once more and I am told the same story that it has been escalated, Can you please get someone from Hollard to contact me regarding cancelling this policy as I am scared should I have a claim it wont be paid out, I will be told the famous line "It has been escalated"