Insurance Claim withdrawn / cancelled and not yet finalised

We had a geyser claim with Standard Bank Insurance, paid excess and the claim was attended to we have been waiting now for over 2 weeks to resolve the resultant damage and receive no feedback at all from Standard Bank Insurance, we logged into the website and see that our claim was withdrawn / cancelled. I am currently in Africa and I even provided a consent form to Standard Bank to provide permission that my Partner can handle it on my behalf.