CLAIM PROCESSING HASSLES ENDLESS EXCUSES!!!!!!!!!!!!!

According to dial direct they released a payment for a claim reported Mon 27 November 2017. I inquired on Fri 1 December as I haven't received any claim pay out from them, who then referred me back to my bank, saying the banks system is probably slow. I informed them on the bank's side there was no issues, regarding their system. And forwarded them a bank statement showing no money was received!!!!!!! Today there response to me is the screen shot of the payment released by them, surely your system should show something is wrong, because how the hell can you send me a screenshot of Monday 27 Nov, if the bank statement clearly shows there is no funds received from dial direct!! Your service is damn pathetic, I demand urgent feedback and a proper solution not just a screenshot of funds that my bank never received. It's damn easy for you to debit the account monthly, but suddenly there's a problem paying out a claim??????????????????????????????????? LAME EXCUSES, AND I'VE HAD IT WITH YOUR INSURANCE COMPANY...........................................................