Poor Pathetic Service

I submitted a claim on the 29th December and to date no payout has been received. I have been consistently calling Hollard and have been told that my documents have been received, are in order and have been forwarded to the claims department. This morning a consultant hung up on me. I called the cinplaints department again only for a consultant to tell me there is a FICA error when processing my claim. How possible is it for the company to obtain a FICA error when the company never had issues debiting my account since 2015. This is unacceptable