2weeks and no feedback on building claim

We submitting a building claim 2weeks ago and never received feedback from Discovery Insure. Last night only i received an sms stating that the service provider sent out an invoice for work done and that the claim has been authorised and payment was made to the service provider. Just to let you know, no work has been done as yet! No one arranged with us to come out to do the work! Why was payment made if no work was done?? Also, previous claims never took this long and i believe it has something to do with the claim administrator assigned to this - Zodidi Hlati. Can this please be sorted out asap!