Poor service from Sanlam for a Cash Back return

I currently have a Funeral Cover with Sanlam (Indie Funeral) which I took in 2020. This year in July was my 5th year anniversary on the cover and I was supposed to receive cash back for not having any claims in the past 5 years of having the funeral cover.

I was supposed to get my cash back on the 30th of July and I didn’t. I called on the 31st of July and they logged a ticket for my query and no feedback was given, on Monday the 4th of August I call again and I was told the consultant whom I spoke to when I called initially logged the ticket incorrectly so they corrected it and they escalated it again to the specialist and I must call again after two days - On a Wednesday.

I have paid my premiums on time consistently every month with no fail and without missing out on payments for five years and for this to happen to a loyal client is really annoying! I’m so disappointed at the service I am getting and now how is the company going to payout a claim for a funeral on time when they are struggling to pay a mere cash back 💔