DELAY IN CLAIM SETTLEMENT

I submitted a claim on the 6/3/2020 but til today my claim hasn't been paid out. On the 16/3/2020 the premium was debited from my bank account but today it's the 20/3/2020 and i'm being told that my claim can't be finalised because they still waiting for confirmation for the money to get in their account. I don't understand this because they said they had already seen that on the 16/3/2020 the money had went through. I find this an issue because it's just delaying tactics for not settling my claim that has been long overdue. How long should a person wait for a claim for a phone and spectacles??