INDWE RISK SERVICES REFUSING TO PAY MY CASH BACK REWARD

I am very disgusted by this insurance after more than 10 years of loyalty. They sent me documentation confirming that I am due for my cash back reward 30 June 2023. When i called to follow up i was told i am only due December 2024 due to the fact that i had a windscreen claim December 2021 of which claim was cancelled and i have a confirmation in written that it is cancelled and therefore wont be noted on the policy. (this was confirmed February 2022). Now that its cash back time i am told i am not getting it. Bear in mind that I have never claimed from them and this they giving me this!!