Complaint Absa Idirect insurance

my complain regarding processing of my cash back reward from absa idirect for my policy.

My policy had its three years anniversary on the 10th of January 2020, upon this date I called the Absa insurance call center to enquire on the process that needs to be followed to claim this cash back and I was told by the lady who assisted me that it will take 45 working days for the amount to be paid out, and I requested her to give me an indication when will that be and she told me that it will be by today 13 March 2020. I took her word since all your conversations with clients are recorded and there was no reason to not believe her.

Today, on the 13 March 2020. I called to follow up on the matter, the lady that I spoke to put me on hold for over 6 minutes whilst enquiring with the finance department what is the status of the cashback, like the other lady who told me about 45 working days did, and the answer was it will take 5-10 working days for finance to process the cashback as the last lady whom I spoke to never submitted the request.

Now based on this is my deduction that Absa never had any intention to process this cashback, with the view that maybe I will forget about it, like many other clients who dont call to enquire. I would like to state that I find absa a dishonest organization as this practice is performed seamlessly with other competitors of absa in the short term insurance industry. Overall absa is renegading on a term that is spelled out in it's own policy document, which indicates that the cash back reward will be paid back to the client within 45 days (not working days).