Claim not paid in since 2014 - policy no -***

i reported my motor accident claim with ABSA Insurance in 2014 where my husband died in the accident. They took blood tests and to date when i follow with regards to the progress on the claim they advised me that they are still waiting for the results. Gladys Feri who is one of their Loss Adjuster/Claims consultant stopped taking my calls. i fee very angry because we paid premium without delay and no valid explanation is being as to why they do not want to settle my claim. i feel that this is not treating customers a fairly as shouldn't be prejudiced in that they should have finished all investigations within a reasonable time in order to make a decision. 3.5 years is not acceptable to delay a claim payment from a loyal customer. From an angry and disappointed client.