Payment promises never kept!

On the 6th February 2019, we were told that a claim that we had submitted had been loaded and we were assured that the pay-out would happen within 48 hours. On the 8th February 2019, we called DOTSURE and were assured that the payment would be in our account latest the 11th February 2019. When we checked our bank account on the 11th the money was not there. Once again we called on the 11th and were assured that the payment would be in our account on the 12th. Well it is the 12th February 2019, and guess what? Nothing has been paid to us. We are referring this matter to the Insurance Ombudsman for investigating, as this is a case where promises of payments have been made and these promises were not kept.