payment not made for claim

Claim was executed by their client for damages on my vehicle, after several weeks of investigation the claim was authorized. Documents where sent to me on the 20th of January 2014.<br> I was instructed to complete them and send them, which I did on the same day at 3:30pm and wait 15days for the payout so I can fix my vehicle. Today 12 Febuary 2015 I've being told I did not send documents, which I did, after I sent outsurance a email yesterday querying why the claim hasn't being paid. What's weird is I have proof of the email being delivered...time date and where it was sent from etc. You really receive an I don't care attitude from this department, you lucky if you leave a message and they call back, usually you have to call again and you told I was busy sorry.