Very bad service

My mother passed away last May she had a mortgage bond which had an outstanding balance of almost 5k when she passed on she had a life cover of 30k which got 25k was paid into the late estate account the 5k was supposed to settle the bond been communicating with a lady called Portia Mabuya whom I emailed on the 4th explaining to her the insurance should've paid the outstanding amount she emailed me on the 5th that' she still awaiting feedback from the insurance department, I emailed her 6days ago still no response . Can I please get good customer assistant can this matter be resolved.