Cashback claim

recieved an sms about cash back on my cellphone so I followed it up an I was told I qualify for cashback on my policy I then sent all necessary document on the 5th of September 2017 I was told it will take 6 working days on the 7th day I call an im told the lady handling my cash back is not in the office on the system it still sayd in progress im disappointed at the level of service an this is just a cash back im worried wht will happen incase I have a funeral service an I need the help of avbob is this the kind of service I will get? I have other polices with other companies an they also give similar services as avbob an when dealing with them I know that if I make a claim the money will be paid out even before the number of days they mentioned but this one of avbob is the first I come across such poor service im thinking of cancelling my services because im worried about the near future ...