INSURANCE CLAIM APPROVED BUT SUPPLIER NOT PAID

My RETRENCHMENT CLAIM was approved by IUA ,administrators of Hollard Insurer's,however the first premium was paid and when the next had to be paid I received an sms after payment date requesting outstanding documents to be faxed? I requested details on email a week ago as well as asked for a call back yesterday but no on bothers to respond. Is anyone interested in doing their jobs these days?