Hollard no Ethics!!!

5 Years ago my Mother took out a Funeral Policy with Hollard, according to the agreement a "Cash Back" is due on the 2nd September 2017 . However the later was not received. I am perturbed with the service that they have received. According to "TCF" Treat Customer Fairly Hollard has not delivered to their promise. Mrs Moses contact Hollard on the 4th September 2017 & she received more reference number than a "Cash Back". The consultant advised that Mrs Moses must count from 4th September 2017 seven days. When the 7 seven expired another call was made by Mrs Moses to enquire & was told that it will take 14 Working Days - 20th September 2017 another call was made & the consultant advise that the request was sen to the payouts Department & they will contact Mrs Moses but she not received any contact from them. On the 26th September 2017 the consultant advise that she needs to wait for another 10 Day......this is absurd!!! Mrs Moses has paid her premiums fully till to date and kept her promise, But HOLLARD has not kept their side of the promise. A Ombudsman Complaint will be lodged in due course.