Unfair

I have claim free for three years and I am expecting my outbonus. I have received communication confirming that I qualify for my pay out. After numerous phone calls and promisis to be called back nobody is getting back to me. I was involved in a little accident in the middle of the year and didn't want to claim because of my outbonus. Why send me notification of confirmation of payout and then outsurance doesn't want to pay. We have been with outsurance forever now and I am slowly busy moving my profile away from them.