Delay in Cashback on Hospital Plan Policy

Hospital Policy due for Cashback on 01 November 2019. Contacted Std Bank Ins twice in November on 04/11/2019 and 27/11/2019 to query when will my 50% of premiums after every 5 years be paid to me. My previous Cashback was paid on 01 November 2014. Both times the Call Center Consultants gave me the excuse that they are waiting for Hollard (the underwriters). My monthly Premium Debit Orders are processed without fail, why delays when Cashbacks are due????