Non payment of approved claim and no communication

I filed a claim on 11 Dec (***). It was approved and my husband completed all paperwork. Told payment would take 72 hrs. Followed up and was told all in order. We followed up again only to be told a page was missing and claim was rejected. We were never informed of this because "everyone is on leave". Resubmitted paperwork but now we can't get any answers as to whether everything is in order. The inability to proceed has created more damage and builders are closing soon. Not to mention that the quotes that were approved expire when 2023 rates kick in. This is really not good enough. Resent paper