Terrible Service. Lack of Communication-Gaenor Fortein

Has anyone else come in contact with Gaenor Fortein where she leads you on that you will receive the R500 for them not matching your insurance quote. I sent my policy to them over a month ago as she asked. I uploaded it on their website via the link sent to me. I wsseven offered a better quote from another insurance which outsurance still could not match or better. Thats twice they failed to do that. But strangely Gaenor Fortein keeps finding stupid unreasonable angles to find a reason not to pay the R500 due to me. I know many ppl never went in circles and the agent processed their payments instantly. The call records she had with me confirmed clearly after the 15th dec being one month all will be finalised. Yet i have to chase this up again and again. Pls can a consultant process this and get it over with.