Claim submitted

We have logged a claim in February already, but still no pay out. The client died on the 16/11/2018, it's almost a year and we are still awaiting the benefit to be paid out. All life makes all these promises in their ads, but do not deliver on their promises. The children of the deceased are still suffering, even after their dad passed. There is no other income and they are struggling to make ends meet. There are 4 small kids there as well. How can an insurance company take so long to pay out a claim? Not very happy with the service received thus far.