Appalling service and dishonesty

Alexander Forbes has failed to pay me out on a claim and when asked how come they always say that the matter has been escalated. Management is always in meetings and duck and dive when having to deal with my concerns, this is the worst service I have received from any FSP. The consultants are dishonest as they assured the matter would be handled in a matter of 3 to 5days and this was over a week ago, today they advised me of the same thing, matter will be resolved in 3 to 5 days, how many of these 3 to 5 days am I going to wait for, until it's next year this time? I would like to name and shame the manager whom the matter was escalated to, Jack Matlou, you have failed to respond to my email or at least a call back, I feel the company is at a huge disadvantage having a manager such as yourself, very unprofessional.