Taking long to pay my claim

I’m so fed up with Sanlam I’m not happy with their service at all on 18/11/2021 I made a clam from my investment together with a cashback that was Due to me on 23/11/2021 I received only cashback and then I got a massage from them that I must call them to confirm my banking details I was so surprised because it’s the same bank account they used to send me that cash back I’ve doing follow up they said it’s still on process my money is still the same no interest I don’t know why they are taking so long I want my money