Claim approved and then months later advise that claim cannot be honoured

I submitted my claim in April as my daughter was involved an accident all documents and particulars were submitted , an Assessor was send and my claim was approved . That was in early May . There was a delay in getting the settlement document from the MFC hence the claim could not be wrapped up more speedily .Today after all the sending and couriering of documents I decided to go the their office s in Constantia only to be advised when they were trying to process the payment tat apparently there was a payment in March that was returned . I am really highly disappointed in the service I got and would like my claim to be paid out as it was approved I have been having insurance with you guys since the 2018 and I never claimed : Please resolved this matter and pay my claim :. I was dealing with Phumzile Ngcombela on this claim .Please Standard Bank do the ethical and moral thing in this case .Disapointing client .