Sanlam does not deliver!!

In 2019 I signed up for a life policy at Sanlam (under Sanlam Indie) @ the time signing up , I was told after 5 years I would get a cash back bonus / wealth bonus . My 5 years has now arrived and I qualify for this bonus . Sanlam Indie has since migrated their polices so now there is complete confusion about how to obtain this bonus/ our Sanlam Policies in general . I’ve spoken to 4 advisors and none of them have an answer as to how I can withdraw this benefit . My emails have not even been answered correctly , an advisor by the name of Zama just keeps sending me my policy documents without addressing the query . Everytime I call into the call centre (which is atleast a 25 minute wait on a call resulting in no answers ) I’m told they will escalate the matter . I’m very very concerned about the inadequate service and confusion - what will happen when I die and my loved ones need to access the life policy payout ? Why would Sanlam be on time to debit every month but can’t deliver on the services . I will be escalating this issue as far as possible and will be in touch with Long Term Ombudsman