Icici Prudential Life Insurance Company Limited - ICICI Prudential Policy Surrender Payout pending even after a month

I took the home loan insurance from ICICI Prudential on **/**/**** and requested for surrender/refund on **/**/**** as part of loan takeover. (That means the policy was used only for * months and ** days.) I submitted all the policy surrender documents on */**/****. I did multiple follow up afterwards via emails to affinity@iciciprulife.com & to lifeline@iciciprulife.com. each time they responded it is in process. In the Prudential website it is clearly being stated as ** working days for surrender. It has been a month and when I escalated it today lifeline@iciciprulife.com asked me to resubmit the surrender documents. When I spoke to the Prudential customer care they are blaming between lifeline and affinity to escape from the payout. Please help me get my payout and refund calculation details. I am on treatment for stress and am currently writing this from the hospital, where i am into ** days treatment, this issue have ruined my health as well as my work hours.