insurance claim

On the 9-10th of September 2020, i have submitted my documents to claim from the insurance as i am unable to make payment. I have informed them that i am on short time. I received a reply from one of the consultants named Anna and that was it. On 25 September the money was deducted i emailed them and received a call claiming they didnt know who the letter belonged to which was strange because i have furnished them with the reference number received from them in all correspondence. Eventually they rep**** and said my claim was rejected as they never received a claim for September. To date i have not yet received any feedback all i am getting is a automatic reply.