Standard Bank not following procedures

I took my vehicle for the inspection report for the insurance. The report was never submitted by PG Glass. Standard Bank did not contact me for the outstanding inspection report yet they authorised the deduction of my premium. I have an R38000.00 insurance claim which they will not authorise due to the outstanding inspection report. All I want to know is who authorised to deduct my money without the proper checking that all documentation was not received and why did Standard Bank never notified me. I have been paying a insurance premium for 6 months now but cannot claim. This does not make sense. I want to see the check list the consultant submitted before authorising the deduction of my premium.<br>