Unprofessional Attitude towards Payment

A Gannie ID *** have a Moto Plan with Hollard for 5 years and have received excellent services until July.Called Hollard in the beginning of July with regards to repairs and was told to proceed.Receipts were submitted on 13/07/15 with complete break down of repairs.No payments were made.5 phone calls were made with regards to payments.24/08/15 spoke to Adres who said I was supposed to go to a recommended garage but I told him they had not recommended one.Adres said he would speak to garage about the repairs.Called on 25/08/15 spoke to Chris who asked for garages email which I submitted.Called 1/09/15 spoke to Adres who told me he would post documents to be filled.Called on 28/09/15 spoke to Chris who told me that the systems were down.Called on 30/09/15 spoke to Adres who spoke very softly and called ended. I think Hollard is being unprofessional.Please help