Claim not paid

really feel that im doing my part in paying monthly premiums on the day, long story short my claim was approved on the 3rd and i was advised that money will be made available, when i called in this morning after waiting the necessary time as per the sms i received the consultant tells me that numerous payments/claims are affected? HOW IS THIS MY FAULT? what is done as a backup to resolve customers queries? im expecting this to be resolved as im the one waiting without even getting any feedback!