Claim not finalized after 6 weeks!

I have been diagnosed with cancer, for which I am currently undergoing the grueling treatment of chemotherapy. I am insured for dread disease cover for all amounts owing on my account and credit cards. Although I submitted my claim with all the relevant paperwork required on the 1 September 2023, there is still no finality. I was promised a call today but to no avail. I email my Prestige Banker but there is no response. Could someone with some authority finalize this claim please?