Unpaid cashback

So i took 2 funeral policies from sanlam sky, one which i took in 2019 wąs Due for cashback this month(August 2022) so i spoke directly With a Sanlam representative whom i took the Policy From, she assisted me with applying for my cashback , she stated that il recieve the money within 5 days i contacted her after the 5 days has lapse then she Said something wąs wrong With my paperwork then she fixed it apparently, again i waited then still there wąs nothing she Got furious when i confronted her about the delay and Said she dsnt know why theres delay, i emailed sanlam directly still no reply whatsoever, when i went on-line to check my statements like i normally do monthly i realised that both my policies from sanlam sky were cancelled of Which i dont know how or by who because i dont remember authorising any cancellation while im still waiting for my cashback, so sanlam needs to give me answers, who authorised cancellation of my policies and what happened to my cashback, and start answering my emails not all of us have Time to Call and hold for hours best way to communicate is via emails or sms