false advertisment to customers

I took Assupol funeral policy in 2011 to be correct, I have claimed thrice in 2012 and 2013 including 2017. the reason why I took Assupol was the affordability and the cash back, . since 2017 to date I have not claimed and that marks 4 years of not claiming, I called them today to enquire and was told I did not opt for that benefit, my question was how do I take it and not opt for the cash back, the consultant by the name of Tebogo was not helpful at all and not compassionate. I have asked Him to get me a recording of my discussion when I took the policy, he sounded not promising and rep**** that He will ask Noni Motaung to get me the recording.

I had the same issue with first for woman insurance and I think the insurance companies are exploiting customers.