Hollard Pay Out not received

My aunt passed away on the 09th June 2018, i submitted my claims on the 19th June 2018. I received the payout on the funeral cover the following day but since than i have not received the payout on the life cover.

When ever I call Hollard, I hear a difference story each time. No one gets back to me regarding my claim payout. The completed the investigation, it went for authorization, than went for payment to be released, now following forensics. How can a claim bounce from payment to forensics. I have been with Hollard for over 15 years.

The service i am receiving for this claims makes me wonder what will happen to the rest of my claims.