LIFE COVER WITH NO ANSWERS?

I am seriously concerned. Vodacom Life insurance?

I signed up for life cover with a trusted company Vodacom 4 years ago. Was promised cash back each 2 years. Now that I'm entitled for a second cash back, nobody I communicated with are able to give me a straight answer. The lady I spoke to over 2 weeks ago had to email someone in Midrand and clearly they are still waiting for the e-mail to be delivered or the amount of queries have piled up the moon and beyond. I called in again yesterday, wasted more of my airtime to be told the same thing. I asked via email and via phone to speak to supervisor at the third party call centre. No feedback as yet and becoming ever more concerned that I possible chose wrong company the insure my life.