No payment

I have submitted documents for my 5 years claim free cash back and everytime I called I was told they are processing the payment, I was told to expect it in Thursday which was yesterday and nothing, then today again which Friday but nothing... I'm just worried that is this what is going to happen should I lose a loved one... Are they gonna give me the run around? I see there's a lot of negative reviews as well it seems avbob has a problem when it comes to claims. They need to do something about this or they will lose customers.