Delay in payout

I made a claim in December 2020 but still I have not received my payout. Which I feel it is not fair on my side since I don't have an income, and every second day I have to call Alexander Forbes to make a follow up on my claim. And every time I call each consultant gives me a different story. I am surprised how can a claim from December 2020 have not been paid now in April 2021. I have emailed Zanele Mthethwa but she keeps on saying payment was sent and I should have received the money last week. But it's another week now still the same old story, I am tired and no longer have airtime to call Alexander Forbes.This is emotionally draining.