Bad service from Safrican insurance company

I am really disappointed in the way the company delays payouts. I have a policy with them and I submitted a claim on Friday the 17 January 2020, the payout was suppose to be made yesterday but I haven't received any payout. Yesterday I went to the office and the consultant checked for me why the payout is delaying, and she said according to the system all the required documents were submitted and I was suppose to have received the money that time, so she sent an email to their head office but up until now I haven't received any payout and nobody is calling or sending an SMS or email to say anything. My fear is that most of my colleagues have experienced the same problem and some received the payout after the funeral off which when you take an insurance policy you it to assist in the case of burial you do not take it for enjoyment.