Unpaid claim for 5 months

I have a funeral policy with B3 sadly I lost one of the people on the policy and sent my claim in the beginning of August 2021 and the claim was approved only waiting for it to be paid .5 months later the claim has not been paid - I have been engaging with them and they have been sending me from pillar to post saying all sorts of stories that doesnt make sense but they continue to debit my account and they do not see anything wrong with that.