Nedbank excuses for payout of insurance

I claimed part of money from my nedbank dream maker policy since 24 April and it has not been processed yet! When I try to inquire with them they will give excuses that the person who is supposed to process the money is absent from work! What they do is just to call you and say we are processing your money right now, it will reflect tommorow but nothing happens! It is a bad experience . I lodged a complaint with them but still nothing is solved!