Claims not being paid

African bank service , claims department it's so frustrating my brother lodge a claim on my mother's death who passed away 20 November 2024 and he lodge claim on 02 December till this African bank hasn't paid he is been sent from pillar to post ,speaking with different people ,who they don't give an answer when he will be paid everything they requested he sent it , numerous times we been calling them no proper answer is given ,we lost patience with African bank ,just tell us if you won't pay instead of wasting our time and money calling your claims department