Confused

I am very confused because every month African bank would collect their instalment from my account without fail. The minute i claim from the insurance i have been paying for I get rude consultants who shout at me. Telling me the claim is still in process and will take 5 weeks but the weird part is that my ex collegues have been approved but my claim is taking extra long. Instead i keep getting text messages saying you have received my documents. How many times do you receive documents? I just want to know who do i need to contact regarding this treatment.