Fictitious cash back bonus

I have had a Holard Funeral cover for many years. Hollard approached me in January with no prompting on my side to inform me that I would be paid a cashback bonus due to not claiming. This was to be paid in February, it is now March and no payment. This is despite Hollard claiming to have made the payment, yet proof of payment has not been provided. I am convinced the is no cash back bonus, I am however confused as to why an organization would approach clients offering nonexistent benefits. As a long-standing client, I am very disappointed and expected better from an organization such as Hollard.