From payment to reflect within 3 days to still in process

I can't believe that I am still waiting on a payout from this company. I lodge a claim on the 30th and received my supposedly immediate payout days later, after I had to constantly go into the branch so that I can arrange my late partner's funeral. I was advised that the other payment would take place within 13 days. Last week Wednesday I was advised that the money would reflect within 3 days. Yes you guessed it still nothing. I phoned again and then I supposedly had outstanding documents. No one contacted me to advise on this. And how can a claim be processed with outstanding documentation? I wasn't I informed in the first place of this missing docs. I am so upset as school started and my kids needs things