Claim

I submitted my claim on the 27 October 2015 and was told it will be paid within 7 working days. Then I was told the claim was paid on the 01 November I must go get statement from my bank for them to see if its really not reflecting. I sent the statement on the 11 November. Since then every time when I phone I am told they are still investigating I must phone after 7 days. Up until today they are still investigating the matter, this is really not acceptable. How long will they take to do their investigation exactly.<br>