Poor service delivery and NO customer satisfaction

I am a 21 year old woman who recently experience the loss of my father, which was a traumatic experience to say the least. After 1Life paid out his funeral benefit (which was a struggle too) I was contacted by a 1Life agent who informed me that my father had a policy of which I was one of two beneficiaries. I was asked to provide documents in order for the claim to proceed. That was two months ago. To date I have not been contacted or provided feedback of any kind. Each time I made contact I was told the claim is in progress. I am unable to speak to a manager when I ask to speak to one to get answers. How long does this take? Since my father took care of all my financial needs (I am at college in Cape Town) I was dependent on him. This policy will cover the debt I have now incurred since his loss (rent, college fees and food). I am at a complete loss as to why I am not informed of the progress or the time it will take for the claim to be finalised. I have been kept in the dark, which adds to my frustration and is a constant reminder of my loss. I need answers as I may have to end my studies and move back home at the end of the month. Your urgent feedback and the finalisation of this claim will be appreciated.