What does a promised time frame and "priority" to Old Mutual mean?

On the 8th April, Old Mutual confirmed a terminal illness claim would be paid within the next 5 to 7 working days, however, the claim was prioritised and payment could be sooner. Ten days later, payment has still not been received. I called on the 19th April and was told that the payment had been loaded in the system on Friday the 16th and awaiting authorisation. Also that if payment had not been received by Tuesday morning, I should call again which I did on the 21st and was told again that it was awaiting authorisation but there is only one person who does these authorisations during certain hours. He sent and email to Gavin (the authoriser) but still nothing has been done. I am baffled and frustrated.