False information and treating customer unfairly

I have a policy with Fnb.on their contract they says they pay within 24hrs when received full document.i have been waiting for 20 days they says the assessor is busy with assessing.because it was accidental death they llsend someone to the investigation officer.they have not done that I even provided them with contact of him.but they did not get hold of him.when I call they say the claim is with management.i buried with a loan.now the lender is repossessing my furniture because I didn't pay him on time.people should be aware of fnb.