Fnb insurance

I have a short term insurance with them,since lodged a claim regarding my Washing machine in November I haven't received my payout since it can't be fixed at all. Now I call their call center the customer agent is helpful but then I've been promised to get my payout since 6th December but nothing till date not even a phone call, I've tried to make follow up but with no results, I'm stressed I dont have a washing machine. I'm not happy with the service at all they say I'll receive the payout within. 2 days but it's been over 3 weeks now