Policy not being paid out

On the 19th of June my grandmother passed on, my aunt only managed to get hold of 21st century life on a month later as she had a policy with them.

August 10 (claim forms sent by Sanna Motaung) from 21st century life August 14 (Claim forms sent back to Sanna Motaung of 21 st century life with all the supporting documents) No communication is received from them until we make contact with them and they inform us that the documents are not scanned correctly and we need to resend them back September 6 (Claim forms sent again because they were not visible the first time) Sanna Motaung informs me that the Certified ID copy is dark (It is visible though) so I have to resend the document again September 7 (ID copy resent in color with the certified one) September 7 (Sanna Motaung acknowledges receipt of the documents and they are clear and she is good to proceed and claim will be paid out in 48hrs) September 18 (Follow up mail sent to Sanna Motaung, goes unaswered) September 19 (Another Follow up made still no response) September 19 (Call made to Sanna Motaung, ID copy is clear but not certified so they will not take it into consideration) So I asked Sanna what was happening in the two weeks that there was no feedback and she couldn't answer but eventually said she was busy following up with the underwriters and they were not responding to her email. I asked her to respond to my mail and attach the unanswered conversation from the underwriters but nothing has been sent as by far.

The level of service for 21st Century Life is so disappointing as they are not giving the best of what they can to assist their customers.

They don't even deserve 1 star