Insurgencies very frequently don't give rewards when the rift has been closed. The player community figured out long ago that this happens when the player that is closing the rift is in combat. Unfortunately, not every player knows this, and you may also get pulled into combat while closing rift either because your companion has pulled threat, or a demon has spawned near you.
This is a LONG running issue (see thread from 2 years ago:
https://www.arcgames.com/en/forums/neverwinter#/discussion/1256333/no-rewards-at-insurgency) and the issue occurs AT LEAST once per insurgency. A fix for this is long overdue!
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