Funeral covers cash back

I have been paying R888 for 2 funeral covers for 10 years and I got cash back in 2016 and when I was supposed to get another cash back in 2021 I was told that Liberty has changed systems and don't have all the old info in their new system and I will not be getting my cash back in December 2021 as I was supposed to be getting. They also changed ref numbers without mortifying us, I was making payments and they were not taking my payments into account. They told me that my accounts have lapsed. I sent POPs and my query is still not resolved. I have moved my business to another service provider, however I have to start from scratch now and be on 6 months waiting period. I demand my cash back now, that I was supposed to get back in 2021!