Bad service

I have a Life policy with Nedbank Insurance, with a cover for dread disease, I need this as I have alot of expenses all of a sudden. I took this policy in 2014 and paid it every month. Gave all the necessary docs 23 August, didn't hear anything from this division, after numerous emails send I received a email on 14 September with wording claim approved busy with final payment, today 16 September no payment yet. What happened to this division of client service? I also have a Life policy with them which I regret if payout takes so long.