Taking months to pay out unlike their adverti*****ts

After many years of paying monthly, my mother sadly passed away end of Feb this year. My brother had to do 100 of pages and documents in order to claim her policy for us. So he had put hours and days into it. Since sending all documents, no pay out was received. I also had no feedback other than it will take up to 10 business days, but this was weeks ago. It is not a nice thing to go through and now we still need to beg for money owed to us? Unlike their marketing and adverti*****ts advises. Policy ***. I hope that it is paid in full by tomorrow.