**** when it comes to cash back

I have been paying funeral cover for over 5 years now which has an option for cash back if no claim within in those years. I have put my claim in May 2024 till today i'm told there are assessing everything . What is it that has to be assessed so long?I pay every month and i have never skipped my payment. What is so hard to tell me what the outcome . I dont trust you anymore because it means you dont your records in order . My policy number is ***