CLAIM NOT PAID

I claim for my Aunt. since from last week .i have send the documents , they told me the money it will be on my account last week, even now there is nothing to my bank account. still they are debiting for the premium . I NEED MY MONEY , BECAUSE SINCE I STARTED TO PAY THIS POLICY 2017. Now my Aunt died they delay with payment. what to do? i need the money.