Cashback nightmare

Im due for a cashback on my policy. i submitted the forms 1st week of Feb and I have been following up . Assupol never seem to receive my emails/claim form I spoke to Buti on the 14/02/2019 after and he requested that I resend the docs and copy him which I did and he promised to give me feedback.5 days later still no word from Assupol. I them phoned again this morning and demanded to speak to the team leader and I spoke to Mashudu who confirmed that Buti got my documents and was sent to Claims and that she will phone me back within an hour. its 3 hours now with no feedback whatsoever. Im beginning to wonder if my family is in good hands with Assupol following your incompetence. this is frustrating that a mere R800 has to take tons of emails and calls.