Regent Life not paying out

My wife passed away on 15 July 2015 and had life insurance through Regent.<br> I sent all the documents through on 23 July 2015 and still nothing.<br> <br> Herewith all actions and correspondence with Regent Life :<br> <br> <br> 23 July 2015 (Friday) :<br> I emailed all documents to Mabel directly.<br> <br> 26 July 2015 (Monday) :<br> I called Regent in the afternoon to confirm receipt of the documents.<br> They advised me that :<br> 1) They have received all the documents<br> 2) The claim will be paid in 3 to 4 working days (So around Thursday 29 July 2015)<br> <br> 30 July 2015 (Friday) :<br> I called Regent to find out if they require any other documents.<br> I got told that the claim was with a claims manager awaiting to be authorized by said claims manager.<br> The consultant escalated it to her supervisor.<br> <br> 3 August 2015 (Monday) :<br> I called Regent around 15:20.<br> Spoke to a consultant who put me through to Narasha (Complaints Manager ***)<br> She advised that the claim should have been paid out already and will call me back either the same day or the following day.<br> She corresponded with the claims manager.<br> <br> I am no closer to being paid out.(4-Aug-15)<br> They advertise that all claims are settled in 5 working days.