Long overdue claim payment

I am so very disappointed regarding the Alexander Forbes service level agreement. I submitted a claim in March. 2021 on behalf if my niece. Been making a follow up almost every month until now that claims have not yet been paid. At some stage I took it upon myself getting records of service from TEBA and send it to Alexander Forbes . It's been a long time that they said claim has been prepared for assessment and submitted, and awaiting approval from principal office. I had a hope that claim would have been finalised and my niece was so excited that she will be going to the university in 2022. Now end March it will be almost a year since I submitted a claim.