promises of outbonus but never matierlise

I have a letter from outsurance (sent to my work adress on the 21st of August 2015) stating an outbonus payable on the 13th of September 2015 which has not materlialised. They say I made a claim on the 2nd of August 2013 and that I forfeited the outbonus. Understandable? The letter I received from outsurance on the 21 August 2015 states that I have an outbonus payble 13th of September 2015 and does not make mention of any forfeiting due to a claim on the 2nd of August 2013.. When I phoned in to the call centre on the 09th of September 2013 they said they will pay this outbonus out on the 14th of september. Today they have a different story. Bearing all this in mind I have been a faithful paying customer of outsurance for 8 years :( I am terribly upset by this and will be moving my insurance to a different insurer.