Only Outsurance benefits from its Outbonus!

My policy contract states on page 3 that, after not claiming for 3 consecutive years, I am entitled to an Outbonus of R5 268.90 on 14/6/2017. I last claimed from Outsurance in August 2013. I have NEVER received an Outbonus. I phoned Outsurance this morning and complained. Three hours later, I receive an sms from Outsurance, informing me that I will receive an Outbonus of (only) R2 539.05 on 18 October 2017. That is much less than R5 268.90! I phoned Outsurance again. I was told that, due to a pending claim I lodged in 2014, I do not receive the full Outbonus amount of R5 268.90. I NEVER lodged any claim since August 2013! Even worse, both Outsurance consultants I spoke to today, admitted that Outsurance made the mistake and that I did indeed not lodge any claims since 2013. Yet my Outbonus is penalized! Probably time to change to a different service provider ...