Two mountains not claiming

We have been going back and forth with Two mountains to pay the claim. From last week, if it's not the documents being blury is the whatsapp department not sending them documents. Now we have sent everything and they are telling us that our 48hrs will start today even though we sent documents yesterday. We call again a different person tell us that the premium has been paid yesterday but there is no proof of payment or anything. Two mountains is going to give us a problem.