Please I really need your help on this matter

Good afternoon my name is Sannah I have a policy with old mutual, I have sent a claim on branch in December 22, and submitted all documents required but even now I have received any payment and when I phone them there's no reason for them not to pay they don't give me any reason, please I really need your help, I have borrowed money from people for berial hoping I will get payment from old mutual but till today I'm waiting