Excuses for not paying a claim

I spoke to your assessor on the 25th of September after my review on this platform. We discussed the situation and she confirmed what is needed for the claim to be processed. All of a sudden today you want to process a payment for 20% and this after she received the info that she needed. Now all of sudden it is another story. The excuse now is part of the conversation we had on the 25th. As far as I know these conversations are recorded. I have left a message around 9 this morning and another around 2. My call was not returned. I will be contacting the ombudsman on Monday.