My insurance claim on the app was unsuccessful?

[#1]

Claims may not be successfully processed for a number of reasons – including incomplete or inaccurate information or submissions outside of the 30-day window period. Please call us on 0860 123 444 to find out the details around your claim. You may be claiming for something that is not covered under your policy.

[RDHadiaris]

On the First of February 2018 I received an e-mail from SIL@ Standardbank.co.za stating that my claim number is 18/009XXX To Date the contractor is waiting for the go shead to carry out the repairs. What is Hapening ???