Claim not paid out.

My claim was submitted on the 27 November 2023 and today is the 30 January 2024. I have still not received my payout and whenever I call the call center I keep getting told about a section 14 which is outstanding and can never get a proper answer, however my previous company had already submitted all documentation. This is terrible services where you need to wait for long to get paid out and no one can help.