Claim still not paid

when I received a massage on the 20th September 2018 I had a hope that my money will be in soon. and I called call centre yesterday the consultant told me that claim is been approved she will send it through for money to be paid that was on 25th September 2018. today its 26th September 2018 money still not in . I buried my uncle already I've used money from my pocket . how long does it take Hollard to pay out client , this is a painful moment and am really getting emotional instead of healing. can someone tell me when will I get my money.