Non delivery of promises

Firstly my insurance claim on my vehicle took 3 months to get sorted out.Further more I logged a Car Hire reimbur*****t claim nearly a month ago, same situation where I had to call in and find out about the progress all the time. On Tuesday I called Titi and he informed me that the claim was approved and sent me a loss agreement letter which I signed and sent back the same day he then said reimbur*****t will take place 48 hours later, up to now no payment has been received , I called him back yesterday and he said its been sent for payment and the issue is between the banks. I called in today and spoke to Larry and he said a claim was logged yesterday. is this how business is done? All morals and business ethics is out the window .I am very disappointed in my experience with this institution.