Pay back my money

I have been with Metropolitan for over ten years. But the service I have been given is absolutely not right. I have a CashBack Benefit from my funeral cover of which I should have received in July 2020 already but still this day nothing. No one ever calls to let you know what's happening the only thing you'll receive is messages telling me that there is no Cashback due to me, how I don't know. I have been waiting for this money for full 3 years and this is what I get. I'm very upset and frustrated by Metropolitan. When they recruit you they waste no time in debiting your account and increasing the premiums is easy for them but when it comes to us clients benefiting it's a nightmare. I regret ever doing business with them.