Claims in cash back bonus

I insured my car with Auto & General from 2014. February 2016 they called me to offer me a cash back bonus policy,such I agreed on and it increased my monthly premiums. 30 October 2017 I was retrenched at work as a result of operational requirements. I called to claim for a 6 months waiver such is part of the cash back benefits. I was told I took it with assupol and was given their numbers,there's no help I'm getting yet the deduction still goes through. I have tried to no avail In this trying time to get help but instead I speak to consultants that are sounding too tired and bored.