Outbonus nowhere to be found

I received an email saying my Outbonus was due to be paid on 27/04/18. The date arrived and by 02/05/18 I had not received it. Phone call #1 - I am told there is a pending claim and I am no longer due an outbonus. I ask for details of this "claim" and the lady promises to call me back, but the day goes by and she doesn't.

Phone call #2- I am told that was an error and my outbonus will be paid the next day. The next day arrives, no money.

Phone call #3- the lady says it shows my outbonus is now only due 2020.even though she can see my last claim was 2015, making it due 2018. She says it is definitely an error on their side, she called it "a bug" and says she will sort it out and call me back. I told her I don't believe that given my week's experience but she promises. No call back, no money.

I have been insured with Outsurance for 6 years, having chosen them for the promised "Outbonus". I have claimed twice for windscreen chips. I've faithfully paid every month. Now when it comes to actually pay out, there is nothing but excuses and un-met promises to "call me back". I'm tired of wasting time and money for something thay was promised to me.