Cash back bonus never paid

I have a vehicle insurance policy with Miway which commenced in February 2015 and I have never claimed. When I took out the policy, I was told that after 3 years I would receive a cash back bonus. 3 Years have passed and I have never claimed, and even now I am still waiting for the bonus. When I called Miway to enquire regarding the bonus, I am not assisted and instead I get sent from pillar to post.

I was supposed to receive the bonus in February 2018 and now it's already August.