Misleading with R800 claim

Outsurance phoned me 2 weeks ago to do a quote and since they couldn’t beat my current premium I claimed the R800. The agent advised that I will receive a link which I will click on to complete the claim. I waited for the sms/ email and received nothing. Then I phoned them on Wednesday last week and only then they sent the link and I uploaded the required documents. I have not received any feedback I followed up today and the agent who took my call said the promotions department will give me a call and it is more than 5 hours now.