Don't contact me or pay claim

My house got burgled and some stuff got ****** (don't get me started on the useless police), when I received the CAS number from the police, I called in to claim my losses (held the phone for 26 minutes before answered within working hours). Gave all the details, got a copy of the forms they wanted from the police and faxed it through. Busi told me she would get back to me on 6 Feb Friday about the claim, I phoned in on the Thursday to check up, just to be told they are looking into it, they will get back to me the next Wednesday (11 Feb). On the Wednesday at 11:23am I received an sms saying the claim it being processed and I will be contacted back on Tuesday (17 Feb). Today is the 25th of Feb, the debit order went off, I haven't had a call back or have been paid out.