Broken promises

So I finally got contacted by Outsurance. They couldn't beat my current insurer, I have been claim-free for more than 3 years and I qualified for the cashback promotion. I supp**** them with all the documents they requested, told them I wanted the money deposited into my account, and I was told that it would take 10 working days, that was at the end of August. We are heading for the end of September, and I still haven't received my money, and I still haven't had any response from them.