Claim approved but no payout , calling and getting different answers

i had an earth quake claim with standard bank, and it was approved. The contractor called me to tell me it was approved. I then asked for a cash payout but now theres no communication and when I call the bank Im being told different stories. The contractor was ready to work but they cant pay me? what is the hold up? Why should i have to fight for what is legally mine? It clearly shows that they only priorities the contractors and not their clients.