More than 6 weeks waiting for claim

I have submitted a claim with this company on the 4th of April. I have no idea what delayed my claim and upon not seeing progress on their online platform I decided to call the call center to be advised. I was then told there's a problem and I was sent an email to clarify the claim which I did and they put thru a new claim on the 9th. Please remember there wasn't any communication from the company regarding this.

I was then told it will take up to 6 weeks for the claim to be finalized. Now my claim according to me started on the 4th, but according to them on the 9th, regardless of the date I'm going into week 7 now and my claim has still not finalized. All I've been getting from their call center agents is the turnaround times advise and that my payment is in waiting. Its been 13 days today that my claim has been in payment status. I was advised payment could be made between 7 to 14 working day after receiving the tax directive. Now even today I was told my payment has not been put thru and the Now call center agent says payment can take up to 6 weeks from receiving the tax directive.

All I've been trying to find out is what is the hold up and why is my payment struggling to be processed but I have recieved satisfaction regarding my query. Please note I know multiple people who have recieved their funds in two weeks but for some reason my claim is taking long.

I'm not sure anymore what to do, the call center agents are not very helpful and they will never even escalate your query or try and get you satisfaction. They will only advise if turnaround times and change them to suit their narrative and not client satisfaction