Outsurance - no so great service

Last week I received a rerate notification on my life policy from Outsurance. As it did not contain information on the outbonus after 15 claim free years I decided to call them and enquire about this amount. The consultant I spoke to, Winston I think it was, proceeded with the verification questions. After 5 or so of these questions I asked him how many more there were going to be and he said he has a checkbox that he uses. I asked him if I had answered anything wrong which would be a reason to continue verification. All was said was that I need to answer the questions. I have been a client of Outsurance for >14 years and this was the first time that > 3 verification questions were asked of me. I then asked to speak to the Manager. I explained that I wanted to know what the outbonus amount was and why was it not included in the rerate. I was told due to fluctuations in the economy, etc this was not included but she could send it on a separate document. I was not going to convince her that it made sense to include all information related to my policy on 1 document and told her I wished to cancel my contract. She could not help and I was transferred yet again. The lady here explained that if I wanted to know this amount then I should ask for a policy schedule update or load the app and check the outbonus there. She promised to send me the updated schedule which arrived shortly after our discussion but guess what no outbonus information!!!!!!!