Non-payment of a claim

I made the claim on the 27th December for home content cover and the consultant helped with the claim log because the AG App was giving me problems. before dropping the call she told me it has been approved and should expect the payment after 3 days which didnt n I don't need to pay access because they will deduct it from the payment which was about 50% of the claim. on the 4th day i called n the new consultant told me they were awaiting approval again but now the access was changed to 33.3% of the claim. she told me it will be paid. unfortunately to this day on 2nd week it still not paid. what is frustrating is that AG doesn't even bother explaining why. they keep saying they are waiting for approval. it really is disappointing to be treated this way by the company I trusted.