Lack of communication and Paying for 5 years with no premium decrease

It's very disheartening as a client to establish a product was implemented yet clients were not informed. So, miway has a micashback benefit and i was not aware. I contacted miway and i was told that the benefit will be activated today and as on Nov my benefit will commence. I've been paying a benefit for 5years with no claims yet my premium still remains the same but my vehicle depreciates. How does a benefit kick in when a client queries such shouldn't this benefit apply from date of when it went Live. This is poor service. Dear miway please cancel my policy i will move to another provider that can provide me with better services