Poor poor service

My employer submitted my claim to Alexander Forbes in May and to date I have not received my payout. It’s been very very frustrating dealing with the team. They repeatedly ask for the same information that has been provided. Their stories are all different, depending on who you speak to. I have relocated which makes it very difficult for me to keep calling the call centre. I was told my bank account details are incorrect, yet it was my bank confirmation letter that was provided to them twice with the banks stamp on it. Once that was provided they then came back and asked me to resend my physical address. I have been asked for all my personal information in stages, ID copy, bank letter now physical address via email. I don’t understand why, when these documents were already submitted by my employer. WHAT IS GOING ON HERE? Can someone assist or do I need to get an attorneys assistance in order to receive my money?