Pathetic service

We logged a death claim on the 23rd of Aug 2021 and today is the 28th of September and still no pay out. I would just like to express how bad the service is we had to call in numerous times in the past 5 weeks they collected a premium AFTER the death claim was logged and only called us back 1 to give us feedback because we demanded a call back but in 5 weeks we did not call they did not get back to us. this is really pathetic service your SLA is 5 to 10 working days but instead its 5 weeks!!!!! PLEASE can you do the payout and PLEASE do NOT collect another premium!!!!!!!!!!!!