So dissatisfied with Absa life

Hi, I lost my mother on the 10 January 2024. I went to Absa, I was told to get a letter of authority before I can request for any claims. I then submitted all documents required on the next day. I was informed telephonically that I wont receive anything from R400-000 policy my mother had because of her “natural death”, to date I have not received anything as I was promised by another consultant, when I make a follow up they promise to call back, today is the 2 February 2024 no one bothered to give me any feedback… My mother started to pay from 2007, does it really means she was paying for sweet nothing🙄