claim not paid despite assurances.

My son's motorbike was ****** a few months ago. Despite obtaining all the paperwork and having documents couriered at my cost 292.00. I've had to be the one to make all the phone calls regarding the claim. I dint think during this process I've received a call or email response that has not been initiated by me. on Monday 09/03/15 after making yet another enquiry I was promised the claim had been paid and it would reflect in my account on Tuesday. It is now Friday and no payment Received.