Delaying reimbur*****t

I had a a rim incident on the 1st of January and fixed the rim on the 5th, I claimed under my cover with the value added products department. They requested me to submit documents of which I did , including the rim fix invoice, according to the communication on the 01/02/2023 all documents had been received and we’re waiting for the ? Person responsible for the claim for finalise. Now I’m receiving an email to start afresh with the claim and I should go for assessment, at a fitment center. What happened to the initial claim and all submissions