I have an hospital plan insurance with the Standard Bank which I opened in 2016 and the contract was they will give me cashback in every 3 years if I don't claim there's none of my family members admitted at the hospital

I have an hospital plan insurance with the Standard Bank which I opened in 2016 and the contract was they will give me cashback in every 3 years if I don't claim there's none of my family members admitted at the hospital. Since I opened the plan I never claimed as none of us was admitted and the last time I received my cashback was 2019. I contacted them on the 03.06.2025 which they promised to pay at the end of June which they never paid for. I contacted them again on the 02.07.2025 and the consultant that was answering me told me they have a problem it will be paid as soon as possible which as I'm writing to you nothing has been paid. Thank you Kind regards Ms. Ntombizodwa Patricia Tsotsa