Unpaid life cover claim for over 3 months with no feedback

I submitted a life cover claim last year October as the beneficiary on my son's policy, never received a single phone call from FNB on the status of claim. I'm the one digging for updates, everytime I call they tell me the assessor is still busy. I think they are looking for loop holes not to pay. I have been calling them every day since the 29th January, every time I call they promise to call me back but never did. Very unprofessional and disappointing. I have been banking with FNB for over 17years, but this is totally unacceptable.