Non payment of approved claim

My claim for Lower Control arms was approved on 16/1/2025. Approval no 892007 and 891993. Work was to be done by Kessel Motor Group in Cape Town. Invoices have been submitted but I keep getting mail from Innovation telling me to submit invoices in pdf format. This has been done numerous times including your Vat number. I then got a mail requesting mail be sent to dealers department. In a reply I was then copied into a mail sending claim back to claims department but still no payment. This is now 27Feb 2025 and I am getting no reply as to the long outstanding settlement of this claim.

Totally unacceptable for an approved claim.