Refusing to give me my 5years cash-back claim

Good day, in the year 2024 on 9th August I was hit by an Eagle Liner Bus. I issued a third party claim from AbsaI direct company. The car was fortunately recovered and repaired by the insurance. At the same time the Eagle Liner Bus Company made a full payment back to Absa I direct for all costs incurred. I received an email confirming that, the case has been finalised and the money was paid back to my insurance, this information was communicated by the Absa I direct Attorneys.

Now I’m suppose to be claiming my 5years cash-back benefit but they fully refuse, because of the claim that was registered. What I don’t understand is that, Absa I direct didn’t run at a loss but now I must suffer from receiving my 5year cash-back.

I am very disappointed because I actually did not commit any accident and on to of that all the costs were paid back by the third party company. So what’s actually my sin here.