I took a policy with them three years six and months ago, I was informed that if I don’t claim after three years I will receive a no claim bonus

I took a policy with them three years six and months ago, I was informed that if I don’t claim after three years I will receive a no claim bonus. When it was time for Iwyze to pay my bonus they told me I don’t qualify for the promised no claim bonus. On December 2025 I requested the recorded conversation of November 2021 when I took the policy with them and they since refused to give it to me.