Claim cancellation

I submitted my claim documents Monday and I have been receiving sms to say I must submit the documents which were submitted with a claim number as a subject line. An agent rep**** to one my emails to say I must provide my ID number/ delay tactic” the claim number was mentioned in my emails.. this morning I received an email from Verity advising that my claim is cancelled. This is very frustrating as I have to call your call centre explaining that the documents were sent , clearly someone is not doing their job. Can someone superior deal with this matter, I’m flabbergasted with your service