Claim lodge on Annuity

We submitted a claim on the 24 August 2021 for my mother estate on her Ninety One living Annuity (Fund Choice). My biggest problem or issue with this claim, we've been told different stories every time we ask how long the claim is going to take. My father was told two weeks which has already passed, I sent an email to a consultant in Nedbank North mead Branch and he wasn't sure on what to say he said it could take almost three months.what puzzled me is that while funds are seating there, your company is gaining interest and services fees which aren't coming to us but to the bank. Is this made intentionally or it's one of those tricks made by the your company? I won't be surprise if one of your consultants would say there wasn't a claim lodge with you guys cause one thing I've realise you guys are so full of tricks when its payment time.

Important questions I need to know, when will this be paid out?