Long overdue pay out of life policy

I put in a claim for a life insurance policy that my late wife took out. My daughter was told that the claim will take 5-10 days to settle. She sent the last document on the 27 September 2021. She phoned mr. Cyril Madiba several times after the 10 day deadline and he promised that the payment will be made. I am very disappointed as my wife's other life policies was promptly paid out.