Woolworths balance protection insurance **********

Woolworths balance protection insurance, I am beyond frustrated with woolworths claims department, their incompetence is staggering!! I submitted my claim via email & at the Westgate branch. I was contacted and informed that my claim is approved and up until now wfs has not paid a cent yet they keep taking money from my bank account. The whole point of taking insurance is so that they take the risk on your behalf nxa????