Assistance needed in tracking status of claim

Very poor service from Santam. I submitted a claim a few weeks ago. I received an sms saying my claim was settled and would be paid into my account within two days on the 28th October. To date no payment. I have been phoning your claims department repeatedly. They say it's been paid and are of no help. This is my last resort. Can you please assist as soon as possible. Claim no ********** 46. I tried using your app to check the status of my claim, but the app says I don't have a policy with Santam so I can't check. Usually your service is great but this has been a very disappointing experience.