Absa insurance payout delay

We put in a claim on 19 April for a burst geyser. Absa sent two different contractors to come and assess and give their quotes to ABSA. Mid May we were contacted by Absa to say they were paying us out and we completed the relevant forms, and returned them. To date we are still waiting for the payout for the burst geyser and resultant damages. After phoning yesterday we were informed by the consultant that the matter is at a higher level and she cannot help us but she would escalate it. We still haven't heard back.