Valid status of my claim

My previous employer has put through a claim for my funds to be paid out. I received an sms frm Alex Forbes confirming receipt of the claim and that were going to pay in 4 weeks which has past. When I called to follow up on the claim was told to get my new fund administrator to call them even through all instructions and information is stated on my claim. I am frustrated bcoz I do not know what the real reason my claim is not paid or why there is a delay. What is more frustrating is getting assistance from administrators that hang up after holding on for long.