Waiting for payment

Am Sandile Miya in July I lost my parcel due to the unrest that took place in July so on the 5th of October 2021 I received a message from paxi that I must tell the person who send me the parcel to whatsapp or call them so I did spoke to the sender and they ask her to send her banking details and she did my problem is that I have been calling paxi several times and they said my claim has been approved but they are not making a payment how soo or should just give because seriously Am tired of calling them I remember the last time I called them the consultant that I spoke too I even ask her how long will it take for the insurance department to make payments she said she will speak to her manager so Am so confused and sad at the same time.