No Claim Reward

I am with Iwyze for years now, paying them monthly with no issues. Now is time for them to pay my no claim reward as per contract, no one want to be responsible. I received a letter in July confirming that i qualify for NO CLAIM REWARD. The money was supposed to be paid 29th August, till today there is nothing :(. I called customer service several times now. The first consulted said the money was processed and gave ref ***4, i waited still nothing. I got another ref ***0, with this one she said \no there was no money processed on the system