ABSA trust taking too long to pay

My Aunt passed away last year August from cancer, she had Absa policy with late estate. My grandmother registered the claim with Absa last year but until now no feedback has been given to her, my Aunt's daughter who is in high school is unable to attend school due to outstanding fees and is now suffering from depression. This is a policy that my Aunt payed monthly to make sure that the day she is no longer with us her daughter will be taken care of. I am very disappointed with the service we have received from Absa, the lady who is suppose to give us feedback back is Noluthando Sotela but she is not communicating with us at all. It's been a whole year now, I am even considering cancelling my policies with Absa because they might give my children the same problem when am no longer here.