Sanlam Developing Markets (SDM) possible cashback ****

I took a funeral cover from Sanlam Developing Markets (SDM) more than 5 years ago and I was due for cashback. I received an sms confirming that. When I went to Sanlam branch I was told that my cashback had already been claimed in December 2025. It was close to R2000. Who claimed it? They now say I can only claim R300!