Claim not paid

Hi Discovery. I have been struggeling to get a claim paid back to me since mid August. Ive send all the documents through and you still paid the service provider,after you even confirmed my bank details for payment. After i queried,you said i must send the proof of payment again and you will make the payment to me. Still nothing. I queried again and you said i must send it again. Really??? 3 times i have send it through and nothing happens and no feedback gets given. Really poor service.