Insurance claim not paid after 11 months

I was diagnosed with Renal failure in December 2024, I then submitted all required documents with my employer for dread disease claim with the above company in 13 December 2024, I have sent numerous emails enquiring about the status of my claim, to day I am still told its been finalized at payment department its almost 11 months now, and I know of a colleague who was in the same situation as mine and even attend the same dialysis centre who's claim only took 3 months to be finalized. The response i get from the company is not satisfactory nor clear enough to make me understand what is the delay in paying my claim 😒 bellow are my policy information and claim number

FW: Disability / Critical Condition Claim - *** - CITY COUNCIL OF MAFIKENG (RC815) - U431462B - K RANGWAKO