Poor service

I was advised that I would receive a payout in July 2020. I queried last week and was advised, by an agent, that the payment will occur on the 25th July 2020. Upon querying today, I was advised that I would not be receiving the payout due to a claim that was logged in February 2020 which was rejected. This is the 1st that I hear of this! I had logged a claim for replacement of products but since I didn't have proof of purchase, for an item that I bought off OLX, nothing was replaced. No payout was made. Nothing. I was advised by the very rude, unhelpful claim specialist that the matter was closed. No mention was made about a rejection. No formal communication was sent either. And now I am told that I will not receive my payout. Very unhappy with the poor service that I have received thus far. Will definitely be cancelling this policy!