Not doing what they say

I just want to share how pathetic Avbob's cashback is. I have been a member of theirs for 20 years. I saw an ad in the Huisgenoot where they are advertising this cashback, they are giving people who have been claim free for 5 years cashback on their premiums. I took a chance because I qualify for this, I sent an sms a day for a week, they phoned me back only once in all that time. When they eventually phoned they put me on hold and cut me off. I haven't heard anything from them since then. I was just wondering who then qualifies for this and what I must do to get some answers or is all of this just BULL ****?