Claim not finalised over 3 weeks

Good Day my name is Andile Zama luyanda Nxumalo on the 12th December 2023 I submitted a death claim the claim has not been finalised until today I have no idea as to why it's not finalised. When call am told it's with a assessor and the is feedback regarding the claim.... My sister in-law was paid for the very same claim but is not can someone please make me understand as to what is happening thank you