Feeling mislead

In February 2015 I made a claim that I had a minor with my car. Before it was to be submitted the consulted asked me if she should still go ahead otherwise I will forfeit my cash back bonus.I specifically asked her if I were to cancel if I would still qualify and she advised me that I will stil receive it. Sometime during May 15 I enquired about the payout date and I was told it will be on 30 May15. On 01 Jun 15 I enquired again about the delay and I was informed that the cancellation was not logged and their IT dept was unaware about it. So a fault was logged.On 05 Jun 15 I was informed that I forfeited my cash back because I submitted my claim. I explained to the consultant that I cancelled it before submition.I was told that it would be forwarded to management for further investigation and I will receive feedback asap. I am still waiting. I feel very disappointed and mislead by either the consultants/ insurance. Untill now I have not received any feedback.