Very disappointed

I have a funeral policy at old mutual and I am currently due for a cash back. I contacted old mutual and was told that they will get back to me but they never did. I then decided to go straight to old mutual branch I Bellville and find out why I didn't receive my cash but cashier informed me that I she must first update my details on the system and then I will receive a sms to inform me that I am due. A week later I received a sms which stated I'm due for a cash back.i then waited for another 3 weeks for the money to be paid into my bank account , but nothing was paid. I then decided to back and the consulted checked on the system and said I'm due for a cash back and told me that before the 15th November the money will be paid into my bank account. It's now the 6th December still nothing paid into my bank account. I'm paying about R600 per month for funeral policy and I'm thinking of canceling it because if they are struggling pay out a small amount,what if something happens to to me or my family members then it will be a bigger issue.