50% Cashback requested for 4 months from Kingdom Blue and never received

My friend has been paying her premiums every single month for years now. In February 2026, she app**** for a 50% cashback. She gets the same response every week-'the process takes time and is subject to an assessment'. I would like to request a formal response from Kingdom Blue and a date as to when she will receive this money. This is unacceptable service and this is her money according to her contract with them - she is entitled to it.