I was promised that my claim would be processed and paid out within 24 hours, but instead I received an email saying my attachments cannot be opened as I had app**** by email

I was promised that my claim would be processed and paid out within 24 hours, but instead I received an email saying my attachments cannot be opened as I had app**** by email. I resent the claim with all required attachments, I still haven’t received any response or payout after 24 hours of doing things the way I was instructed to.