10% cash back

I would like to share the bad experience ive received at Icebolethu i took a policy back in 2019 July, i logged a 10% cash back claim as they have advertised that every after 5 claim free Years, so i did submitt all the necessary documents in September 2024 in Dundee branch, i was sent an email from the branch stating that my claim was submitted to head office. When calling the branch for feedback i was told head office is still counting, it normally takes time the branch doesnt know the turn around time i made a follow up again in december i was told head office was still working on it and they have back to back cases as im not the only one waiting for the pay out, i sent complaints department an email on the 21/09/2024 i only received the an automated response and no1 responded to me even to date, so early this month(february) i decided to call the complains department they too are unable to assist me because they said the problem is in the branch so now i dont know who is suppose to assist me in this case, can someone take ownership or inform me that i do not qualify, im even asking myself if i will be assisted when i claim for a funeral or you guys are doing false adverting