Cashback claim

Al***x4 On the 30th of September I submitted all the required documents for a cashback benefit claim.On the 3rd of October got an email stating my claim is unsuccessful because of outstanding payments which I was aware off, the email stated "Kindly note that we unable to process your cashback request as the policy is currently not up to date.In order for the cashback to be paid .all 60 premiums must be received " BUT according to my policy agreement I have ,on Section B additional benefits section(cashback benefit) states "any debt on policy will be deducted from the proceeds of the cashback benefit amount" Anyway I did make the payment of the outstanding balance on the very same day , emailed the proof of payment to *** and also resubmitted the very same required documents plus the additional document(proof of payment) Again . Until up to date Nothing paid ?