Pay out pending for months with SMS stating claim approved.

Good day on behalf of my mom Betty Singo policy number. She laid her mom to rest on the 5th of December 2021 made a cliam with B3 funerals before the funeral. She then received a sms stating that her claim is approved and payment will be made, It has been over months. my moms number is ***. How does on get help. The person who assisted was Jane from Polokwane branch and when we call she would sound as if she is with clients promise to call her back and never will. I was provided with the head office number *** and with no luck getting through as it just rings.