R400 promise a trap.

I was called from their outbound call center for a insurance quote after 30min on the phone divulging all my information, mind you I was a customer of theirs years ago so they should have my info. The agent could not beat my current insurance premium by a landslide. I was then told that I will be rewarded R800 because I remain claim free for years, R400 if you have claimed over the past 3 years and have all proof that my current insurer is less( yes you have to forward your documentation to get the ball rolling). The agent then gave me a Ref number and told me I will be called now now, I must just give them that number they will inspect my documentation and i will get the R800, that was 2 days ago still no call back. That is after he told me to give him a good rating on the email survey you get after the call. I assume they know they cannot beat my premium so wont ever call me again and I will not get that R800 thats for sure. So they have a business plan promise but they don't stand by it. I wonder how many other people was dealt the same card.