Pathetic non responsive **** cashback policies

Took out a hospital cashback plan in 2010 and diligently paid for 8years with no claims. I sent in my first claim 9th April 2018 and with follow up calls to find out progress. Put on long waits wasting my cellular airtime. To date NO Response or feedback and I urgently require the cash. They were happy to sell you the products but can't deliver. Pathetic service and needs reporting to ombudsman!