Cancelled claim without merits

My service provider submitted my claim on the 1 February 2024 after battling to through to their claim’s department which makes a person hold for more than 6 hours. I then decided to assist them and phone auto & general on the 5 March 2024 after holding from 10am until 1:30 and my claim was approved and told monies will be deposited into my bank because I had already paid the service provider. I called again 25 March 2024 and was told my claim was cancelled by a manager called Llewelyn Haffejie because I have paid the service provider I then queried because the service provider wanted payment before the can release the car. However I was told that the cancellation will be withdrawn and monies will be in my account before Friday.

Today I’m told that I should call again on Tuesday because the cancellation is still on. I’m super stressed and exhausted because they didn’t even communicate with me to inform me about the cancellation whereas there is a correspondence that proves the claim was approved.

Their customer service on the clams department leaves much to be desired as you will be made to hold for hours and I have sent numerous emails but no response. I have been paying my premium without missing any payment to be treated in this manner is unacceptable and unfair