Insurance mistake.

My husband has credit life insurance on his overdraft after struggling for 3 months for them to approve his claim they finally approved his claim on the 21 of June , no money has been paid out yet so he phoned them yesterday and they told him that on the 21st of June R6634 has been paid out when he stated that no money has been paid out towards him /he received no money they put him on hold and put the phone down he phoned AGAIN only for them to tell him they do not know to which account the money has been paid out to , his private banker then informed him it was paid out towards the debt protection insurance account instead of his cheque/overdraft account. They WOULD have gotten back to him and they still DID NOT get back to him or fixed the error. Can you please sort out this **** because it is really getting ridiculous.