Delay on claim

I have now been waiting almost 2 months for a policy to pay out after I was made aware that there hasn't been a contribution to the policy since 2018. I was told 21 working days and it has now been 6 weeks. This is unacceptable. I want to know why this is taking so long. I have been in contact with CAS Claims via email but I just keep getting told that the problem has been escalated with no indication of where in the process the claim is. I want answers!