Failed promise

I app**** for a life insurance policy in January 2018 for my mother which included cashback and wanted to use the highest payout, the sales advisor convinced me to take lower premium as I could always increase it later . A few days later she called me back and advised that I qualify for a policy as well and I agreed ,I remember clearly requesting documents to be send which never did and 5 years later on my anniversary of the policy ,I requested my cashback . Which was then advised that I had no cashback and only then was the documents send to me to prove that I did not apply ,I requested a call pull of the day and they conveniently could not find the call where I requested cashback on both policies , I've since raised it with the ombudsman and we have been back and forth since March ,I expected to receive feedback by 13/09 to no avail, I've called the ombudsman as Simply was in breach of contract,I requested all my premiums to be refunded , it is 13/10 and I still await feedback