Declined car insurance claim

I was hijacked on the 18 December ongun point. Iog a claim with Momentum. The claim was declined for non payment. I forwarded the bank statement which shows there was money in my account (Standard bank). The investigation officer told me that there was no money in my account. How did he find out about that because he's not working for the bank unless he has someone working there and they went into my account without my concern. I went to different bank to ask why. The consultant told me to ask Momentum why they took the money and return it. I'm not working for the bank or know how the bank works. I'm traumatized, frustrated and stressed because of the incident. I can't even take my kids to school . I have appealed the decision and still waiting for response