Claims not paid

I submitted my claim in September for my daughter Tina Petra Strydom. On the 21st of September I received an sms stating my claim has been approved and would be paid out to my selected account. When I phoned later to find out why it has not been paid out I was informed someone made a mistake and that the claim was lodge against my name and that they are going to correct it and then go the payment. When I phoned today to find out what is going on it I was informed that my claim was declined. My claim for my son in October has also not been paid out. Why does it take do long for my claims to be resolvedresolved??? Can you not phone me to???