Loyalty Bonus denied.

I have been a member of VHI for 10 years. In 2024, 9th year of my membership, I wanted to cancel my membership, because their packages did not work for us as it was mostly during the time we were at work. I was advised by a consultant not continue with the membership and that in 2025 it would be 10years with VHI and then I can claim a loyalty bonus that would amount to R35 000. Never did any consultant reminded me to download a certificate to be eligible to claim. In September 2025 I asked for the process to be able to claim the bonus. I was only advised to wait until the October instalment was deducted and then I could submit the claim. Once again, no reminder to download the certificate as a caring business would do.After the 25 October I asked for guidance to submit the claim, and the certificate was mentioned and requested by admin before the claim can be processed. I could not download this certificate and was told that it was removed from my profile because I did not download it within the period of 120 months [10years] and that I had to read the contract. Surely, I read the contract 10 years ago when we first joined. I did not read it afterwards. I honestly feel for a customer of ten years, that at least someone had to remind me to make sure to download this certificate. After several communications, surely reminding me to download this certificate would have been the honest and caring way customers should be treated. If it was a year after the 120 months to submit the claim, I would have understood. It was a only a couple of days. I feel totally let down and cheated by this company. If there are anyone out there with a similar experience, I would like to hear from you. Thank you.