Premium Holiday refund

I called Hollard Insurance on the 16th Jan 2024, enquiring about the premium holiday that is due to me. The consultant I spoke to said yes she can see it on the system I must email my Id Copy and bank statement, of which I did on the same day. I have been calling numerous times and they keep telling me they are processing it. It is nearly end of the month, for something that was done on the 16th. Some ppl that I know are already refunded and my is still being "processed" whereas the neccessary documents have been sent. My policy no is ***.