Not paying insurance claim

On 16 March I reported a faulty geyser, it was replaced on 17March. The plumber reported the damage to the bank. I phoned the bank for response. I was told that a amount will be paid to me for damages to the ceiling and that I must send banking details. On 8th April I phoned to confirm the payment, I was told that the banking details I have sent was not acceptable as they needs a bank statement. This I was not told previously. I phoned on the 14th April and was promised that the payment will be made that day. I have arranged for a contractor to start the work today 17th April. I phoned the insurance to confirm the payment as it did not reflect on my account and was told that the payment was not done and again been promised that the payment will be made today which will only reflect on my account next week. I need to pay the contractor today and need the money from the insurance.