Absa life cover dont want to pay

I am waiting on feedback from May. They always say they will follow up, escalate or call back but never does. I been faithfully paying my policy with them and this is the service i get. I wish i can attach all my prove and long calls. I am frustrated and need help. I dont understand all the fuss nor the delay. I have send all the required papers it is now only up to them to process the claim. I am so heartbroken towards them With my next birthday this policy will fall away and i think they are waiting on my birthday so they wont pay me out! I am moving banks! Im a pensioner and have taken out this policy to help me in such unforeseen circumstances but look at the service i get after they have promised so much! Please help!