capitec bank credit insurance claim pay out delay tactics

I have a loan with capitec that i have been paying religiously without fail when i was temporarily disabled i still continued to pay i then put through my credit insurance claim which was approved for the term i wasnt able to work it was communicated to me that i would receive my refund for the term i wasnt able to work and it would take 30 (working days this was communicated on the 22nd of September 30 business days was on the 3rd of November, emailed them on the 8th to follow up as to why is the delays in me receiving my refund they said it was escalated to the payments department thats all they ever tell me its been escalated today is the 17th no sign of my refund im told to remain patient (while at the end of the month the amount outsanding still accumulates interest in their favour i must remain put no one knows why are there delays the only response i get is its been escalated im beyond fustrated with capitec bank for given such poor services