Claim stalling

This company is stalling to pay out claims, for the past 2 weeks they have been saying my claim is on the final assessment and I will be contacted before the end of the day. Firstly you lost some one and they make you run hospitals looking for medical records and doctors, with who don't have medical aids it's difficult because doctors changed from hospital to hospital. Had horrible experience with this company and month end they have their full claim I have never skipped a month and yet when they supposed to hold end of their business they stall with long processes which are not explained when they market their brand.