Cash back bonus

I have been with IWYZE for 3 years. I have never claimed and only used the emergency service they provide which does not affect no claims bonus. In December 2016, I received my no claims statement advising me that my bonus is due in November 2017. In November 2017 I received a new statement stating the I will now receive my bonus in May 2018. This is incorrect as I have not claimed, I spoke to the call center and was given a reference number iwyze ********** 1 as they were going to investigate this, I never received a callback and its already been 2 weeks now. I have emailed them multiple times and still no reply. According to the call centre agent, I claimed for a burst geyser in 2015, This is incorrect and there is definitely something wrong as this only shows in the November 2017 statement.

I am very dissapointed with IWYZE.