Delayed payment

Hi i am very so much disappointed with Ackermans and hollard insurance we did a claim since last year , it was during lock down level4 and ever since the have been sending me up and down even today when i call them they tell me different stories , they don't understand that my husband was a breadwinner and i depending on that money to survive with my children, the policy premiums were up to date don't understand whats the hold up.Nosise Ngcaweni