promise that are not kept by the insurance

i have a funeral cover with Holland .i was paying R155 monthly from 2012 policy number ********** . i was advised according to the policy if 5 years lapsed without lodging a claim ,i qualifies for cash back of R 20 000. i was further advised that 5 years lapsed in February 2018. In March 2018 i lodged a claim for cash back and was advised payment will be made after 4 weeks . i wants assistance to get his cash back as since no payment was made .