6 month waiting payout

I have never been this disappointed with Alexander Forbes at first I thought no it the pedemic and lockdown that is why all claims are delay I have been waiting for my payout for 6 month at first I was advised they haven’t received my claim only to find out one of the consultant have received the claim forms but not sent them through for processing only when I contact her I received an sms that they have received my claim and now all documentation is in order but still a delay regarding a refund to my former employer I don’t understand how that should affect me as employer is their client and they will fix it together I just want my claim paid out