Clientele reneges on Cashback payment

I have a Clientele Premium Hospital plan that costs a lot of money every month. After 60 premiums I am supposed to get a Cash back payment. I contacted Clientele some months back to enquire when and how much I would receive as a cashback bonus. After checking my policy, the consultant informed me that I would be paid on 22 September and told me the amount. NOW, 22 September has passed and no payment received, and no contact from Clientele. When I called them today they informed me that my September premium, paid by debit order was "pending " which is *******, since the debit order went through. After requesting a manager , somebody called me back to say that they cannot pay , for a totally different reason. Nothing to do with any "pending" payment. I think they simply pull reasons from a hat? I complained and now they have sent me an SMS to say they have lodged a complaint? What does that mean. I asked to speak to the Managing director, but they have not come back to me. I think they cannot pay! And that raises all sorts of questions regarding their ability to pay if I have a claim? Where does that leave all their clients who RELY on their insurance policies, especially one such as this Hospital benefit??