Payout

I have had a policy with 21st century life for almost 10 years covering my family. I had never claimed for any one till now. Its been a month already and i have not received my payout. They shift the blame to the underwriter Hollard and Hollard says they have paid. I call in daily but both do not want to assist. I email daily. Now they just not replying to my emails. I need help. Worse they will still want to debit this month. This is bad service i have ever receive. All their agents shift the blame and i even had a call dropped by a 21st agent.