No Update/Feedback about Outbonus

I have been dealing with OUTsurance for more than 10 years. I took life cover in 2010/2011 - I actually had 2 policies, I then asked in 2013 for the one to remain my life cover and the other a funeral policy (which was done). Now I'm told that my policies were activated in 2019? I called the customer care line last week to enquire about my outbonus and the consultant could not immediately assist and said he needs to find a manager and revert. I held on the line and when he came back, he advised he will have to call me back. Why is there no clarity on my outbonus & policy start date or a courtesy call back??