Two Months After Mother Passed Away and No Life Policy Pay out

My mother passed away on the 11th of August 2021 I have received the funeral policy pay out however I am yet awaiting the life policy the issue is that the assessor requires medical history prior to joining 1life but that is information I do not have. I was told to get a police affidavit which I have done yet 2 months later I am still struggling. I dont receive any feedback I have used soo much airtime calling for feedback and there seems to be no traction it is the medical history which is required even after I have attached the police affidavit which was advised by an agent from 1life

This is not right given the fact that I have paid 1life since 2016 that is 5 years of not missing a monthly payment and now that we require the payout it is now a waiting game, How is this supportive to a grieving family? How is this helping with closure?

After this experience I will not add my family members to 1life very traumatic experience. I am tired, grieving and still have to go through this day after day just for a few thousand rand life policy? I dont understand how this is okay.