CHEATING ME OF A CASH BACK BONUS

I took five funeral policies in 2007 with a no claim bonus benefit. I have been claiming every three years for no claim bonus without any problems. Suddenly this year 2020 i submitted my claim for cash back only to be called by a consultant to inform me that one of my policy (which is ASDIR 22275) does not qualify for a cash back because it is paid off. I do not understand the meaning of a policy been paid off while they are still deducting its monthly premiums from my payroll. Who did they inform about a policy being paid-off because i never received any communication regarding a paid off policy. Since im still paying for that policy it means it is still in force and still has its benefits as stipulated in the contract. Stop cheating clients of what is due to them and PAY MY CASH BACK BONUS FOR THAT POLICY.