AFRICAN BANK GROUP SCHEME POLICY - STANGEN

My mother have a loan with African Bank, but was retrenched in Aug 2014, since then we are trying to claim from the retrenchment benefit since Aug 2014 - until today no reply or any action from the scheme, in the meanwhile African Bank keeps phoning my mother and threaten her with legal action, she is still not working, 63 years old. I was helping by paying some of the installments, but cannot afford it any more. No one is responding to my mails or phone calls, we paid the policy to ensure we have this benefit, and now we are struggling to get any joy! The policy terms clearly states that Stangen will pay African Bank the installment for three months from the date of retrenchment and in clause 8.9.2 states if the assured remains unemployed (as my mother) Stagen will AB a lump sum equal to the value of the outstanding debt. If Stangen was acting on my 1st claim, this would have been resolved in 2014 already, we are in 2015 and still no person from Stangen has phoned us. We have even submitted the documents to AB, Kollonnade, This is totally unacceptable, my mother has no income, staying in a retirement village with all this stress.....I need AB - STANGEN to urgently resolve this!