Budget only enjoys taking my installments, but won't pay out for what I am covered for.

I have had a policy with budget for almost 4 years now and in that 4 years i have never missed a payment or claimed until last year October. The claim was 3rd party against my policy, I logged a claim at the time of the accident and was told the 3rd party has to be the one to register it. 3rd party did log it in December last year( I Had no knowledge of this) this year around February or March Budget gave me a claim free cash back bonus against their own policy which state you can only get it if you are claim free for 3 years (claim came in in December already). Now about 3 months ago I receive a call from 3rd party informing me that Budget has rejected their claim stating I no longer enjoy the cover. I called Budget and was told the 3rd party cannot be paid until I pay back the bonus they gave me in contradiction of their own policies, which I rep**** I do not think this is fair on me as I do not make the policies and I am not privy to their systems and their for would not have known they had received a claim at the time of the bonus payout, but I am however willing to pay it back in installments over a few months as I don't afford the full amount Luther said he would get back to me on my offer. Till this day the issue is not resolved and every time I call I get transferred to different people who are not willing to help they would rather Luther deals it with, but I can't get through to him. I had asked Luther for a direct line of anyone I can talk to who would make a decision on my claim but was given a number that is not going through. I am disappointed to say the least and I feel I am about to be blacklisted for something that could've been resolved December last year already, is budget really serving its clients or is it a money making ****