Insurance claim

Till today waiting for feedback from auto and general for processing my claim, my driver was involved in car accident on 15 July till now the claim is outstanding, they said it’s declined because of address their records and our records they don’t match , later they said because of operating hours we send them prove that our side it’s clean they never come back to us, instead we received a call from the bank that the claim is finalized and it’s declined while we don’t have that feedback , I’m sick and tired all they know is the feedback that they will check the records they will come back if we don’t call they don’t bother