Cash back query

I have a policy with this company my policy number IFS261490, IFS261497 and IFS 407444. I claimed last year September for 5 year 10 % ,cash back but to-date I have not received the money. I was told it takes 2 _ 3 months but mines it 5th month with no payment. Even people who claimed a month after me have received their payment in January. I don't receive feedback and it exhausting having to keep on checking for updates. I'm so dissatisfied with their service particularly the durban brach in field/ pine Street.