Pathetic Service

I have vehicle insurance with outsurance, this month i received a email stating that my payment did not go through the bank, i was surprised because i know there is funds in my account after double checking my statement and saw that there is till today funds in my account i made a payment myself, unfortunately for me i had to put in a claim on monday the public holiday nothing was mentioned about a payment that was not received, ok so the claim was processed and wednesday morning i received a call from Brandley confirming the assessors assesment of the vehicle and then he told me there was no payment, when he informed me of this the payment was already made by myself, he requested me to send a proof of payment that he could refer this to management to remove the lock on the account to finalize the claim, the proof of payment was not good enough they requested a bankstatement and that was send as well, even this was still not good enough a manager with the name of Lerato insissted that the claim be on hold till the funds can be seen in their account, the funny thing is the payments dept confirmed the payment and it shows up to date on their side, the only problem is in the claims dept side, today is 2021/04/10 i submitted my claim 05/04/2021 i made payment on 07/04/2021 i was called by a person with the name of Thapelo who told me the payment should reflect 09/04/2021 so why is this kind of payment option even available if it does not suit the needs of outsurance??? PATHETIC !! The only person that as of any help thus far is BRADLEY CHETTY (claims advisor) but he can also only do what is possible on he's level