Claim not paid and no response or communication from the company

I submitted a claim on the 28th of December 2020 and was told will be paid in 7 days. The sad thing is there is no form of communication from Metropolitan and there is no pay out. I have called and sent out emails to them numerous times and visited their branch in bellville but they aren't of any assistance. Worse of all they don't have a valid reason as to why they haven't paid out because they have all the documents and everything is in order they say so themselves but almost a month later they fail to pay. Their service is disappointing and don't hold true to their promise to their clients.