Outsurance not wanting to pay out Outbonus

I received an email and sms that I will be getting my out bonus on the 20th April 2026. It came and passed, I called the next day and was told my bouns is in process. After a week still the is no payment , then called again for them to tell me that I have a claim pending.

I have been with them 5 years now I have not claimed but I'm told the is a claim pending, then they checked again and told me it was an error. I don't trust them any more they coming up with these stories in order not to pay me out , and i have a feeling this is what they do to people. If it's this difficult to get a payout from them guess I will be in trouble come the day I need to claim.