awful service from hollard

I'm so disappointed in the level of service I got from Hollard. I made a claim on the 15th of February and I only got a call on the 7th of March after going to various brnches for about 4 times. From the call that I got I was informed that my claim has not been processed because they didn't receive a payment, of which I don't understand because I had funds in my account on the day of the debit order.