Asking contractors to down tools due to a missing invoice.

On 1 July a pipe brust in my cieling. The plumber repaired th e pipe and a claim was made. The job started, almost 10 weeks later, on 10 September. The work is well behind schedule. This morning on 4 October, Standard Bank Insurance tried to contact me. I was unable to take their calls between 11:30 and 13:30. I took their call at 13:32. I was informed that they had stopped the contractors from working beucae they did not have a plumbers invoice. This claim is now more than 3 months old and they stopped the job becuase of an invoice they were supposed to get before the claim was authorised. Now I am being penalised for them not doing their job. This company's customer service is a ****. I copied my communication about this issue with Standard Bank CEO, Sim Tshabalala, and Standard Bank Insurance Brokers SBIB CEO, Linah Mabena. I eargerly await their reply.