Awaiting Payment on September 2020 Claim

I’m so disappointed to have to write this. I have been calling Old Mutual and the claims call centre agents have been quite pleasant. However I still don’t know why payment hasn’t been completed on a claim from September 2020. Policy number ***9. I’ve been told it’s in queue for payment. I call I hold I’m told soon. It’s May already. I do wish to grieve properly and not have this unpleasantness.