Unpaid lumpsum disability

My husband has been trying to get his lumpsum disability benefit since December 2019 with all invain. When speaking to one of the consultants by the name of Sandisiwe last week on the 2nd of March I was told that they're busy with the claim when asking the time frame she said she will come back to me. Today I emailed her asking when to expect payment and she didn't respond to my email.