Policy payout time but no policy no money no response.

Since January 1986 I have been paying my policy - on time each time never missed a payment, even when I lost my job. Now the policy is due for payout. The payout date is 1 April 2022. Did the policy pay out? No. Can the policy be seen on the website? No. Why not? Up to date they did not receive the ID copy that was emailed to them the 23rd of March, the 8 of April, the 11th of April or the 12th of April. I receive an automated answer that they will respond as soon as possible, they read the email, but refuse to respond. Where is the policy money now? Who is gaining by the interest of half a month?