Insurance pay out

I was retrenched the 4th of June 2015 and by the 11th I submitted all my documents for an insurance claim to Mr price. I have received an sms saying that they received my documentation within a few days but no pay out has happened since then. I get extremely rude calls from their claims department but when I query about the insurance claim nobody can never give me a straight answer, one agent even went as far as to ask me to make a loan to pay them whilst being unemployed.