Poor service at Hollard partners (Clicks)

I have an insurance through clicks insurance. My policy number is *** i made a death claim on the 29/09/2020 and i recieved an e-mail from Sibongile Nxumalo that my claim has been approved. Up to to date 27/10/2020 it has not been paid because of some IT problem. Does this mean that Click/Hollard does not take their paying customers serious? I called their call center to complain several times with no answer. I made 25 call holding for more tha 30 minutes per call and send 19 e-mails since the claim but no help.