Letter of Demand due to Santam's failure!!!

We submitted a claim for hail damage on December 2014. The assessor came to see us and told us during the appointment the claim would be approved and we could go ahead with the repairs. We duly did so, and when we received the invoice, as we were told to, we submitted to our broker in order for payment to be made to the supplier. In January we were told that the claim would not be paid, and then two days later, the story changed and said that the claim would be paid, and the contractor would be paid directly by them as agreed.<br> Yesterday I received a letter of demand from the contractor advising to pay the invoice within 48 hours or I would be handed over to TransUnion ITC.<br> I fail to see where I have neglected my duties as a policyholder, following instructions given by Santam's representative AND themselves, and I am being punished for it.<br> I am shocked at the level of pathetic service received from the \high net worth"division in Santam"