FNB Life claims acting in bad faith

Almost 5 months and they are still busy with my claim. I wrote a bad review on Fnb last week regarding my claim. They did contact me within 2 days, the consultant told me that management has signed off on the claim and that it should be finalized shortly. A few days later and the claim no longer reflects on the FNB app but still no payment or feedback. I contacted the insurance department and this time they tell me that the claim has not been signed off and that they are waiting for an internal document to be sent from one department to the next. This claim was filed in July 2024 it's now the 11th of November. Each time I complain, I get a standard answer of..."I will escalate it with my manager ". This is absolutely pathetic. I have contacted the ombudsman but unfortunately they can only dispute a claim once it has been finalized. My claim doesn't even reflect on my app anymore and no one knows who or why it was removed. I'm seriously considering legal action against FNB in order for them to finalize the claim.