NO MONEY CASH BACK AS PROMISED

I took out a car insurance with Budget and I added a money cash back option. I was set to get the money in 2 years if I haven't made a claim... 2 years came and nothing came through I waited and waited... After about 2 weeks I decide to call them and none of their contact numbers online are working so I decide to ask for a call me back and then I receive a call from one of their consultants and she says I made a claim and I'm like but I didn't... Even the claim I had wanted to make I couldn't so nothing went through then she's like okay she'll send my documents through... In 2days she'll call but even today she still hasn't. Another lady said she reminded her with an email but still I haven't had assistance so I can get my money.