Poor customer service

My husband has been paying our policies without fault for the longest time now, when my brother in-law past away my husband made a claim for unnatural death as stated on the death certificate. He submitted all the necessary documents needed on Wednesday the 21st of September 2022, till today. No one has called incase of delays and no money has been deposited into his account. When he called they told him they will look into it. How do we continue with this policy if they are going to dealt payment and not address is. My husband is Moeketsi Moloi contact number ***, my number is *** my name is Palesa Moloi.