Dont know what to call MiWay

I have a policy with MiWay and when I take it I was told about cash back after 3years and this month I am due for it and yesterday I received the cash back amount and it was an insult to me I cant even reveal it! Now when I call them complaining about this cash they telling me that the cash back was stopped in 2016! My question is WHY I WAS NOT TOLD OR INFORMED? After 3 years being loyal to them and no claim this is what I am getting? I am cancelling my policy with MiWay