Unpaid claim

My sister passed away on the 12 September 2022, on the 14th September 2022 l claimed from Two Mountain, since from that time every week I am promised the cash claim will be paid even today(24 October 2022) I havent received a payment, my premiums are up to date, every week is like I just came to do my first claim, no one call to tell what is the delay, when should I expect the payment, it is like as a client we are not taken serious in terms of delivery of service promised