Poor service

I had just received a call from Outsurance by Marlie Bezuidenhout, she was very rude. On Friday last week I did a quote for my VW Polo tsi, they told me if they can't beat my current insurance they'll pay me R500. They couldn't beat Santam and asked me to send some documents of which I did send them through. She responded with an email stating that they're not going to pay me because I accepted the quote, I did not accept the quote and I'm not even sure what was she's talking about. She didn't even call me to find out exactly what happened before she could conclude. I responded to her email asking her to call me that's where she started being so rude saying that they're doing me a favour to pay me, how is it a favour when they're the ones who couldn't keep their promise. I'm considering cancelling the insurance that I took for my other car.