Woolworths PAY MY INSURANCE CLAIM !!!

I have lost my husband on the 29th of July and put in a claim on the second of August, submitted all my documents at the store. You guys said you'll respond in 5 working days after making a follow up 2 weeks after I put my claim. You guys didnt. When I call you did advice there are no outstanding documents so whats the delay. I need answers because been too long