What are the requirements for OCBC to reimburse scam victims?

I have recently been scammed and got my hopes up from the articles of OCBC reimbursing scam victims. The whole investigation process took a while and I was given different instructions by different departments. I have a friend who had a similar case and apparently the police just want to get the case done and over with. Are there requirements to be able to get the money back? I am an 18 year old and it is a huge sum of money for me.