Delay in paying a claim

I would like to lay a complaint against hollard insurance, they advised they will make a payout on my insurance within 48 hours, i have been dealing with a lady by the name of Zanele and she told me that there's nothing she can do to assist me. I feel this kind of service is poor and they lack compassion to assist their clients at a time of loss I need a competent person to assist me as the payment is long overdue