Policy payout

I'm very much disappointed by the company. This is the most horrible funeral company I've ever come across. It's been 4 months since my grandmother has claimed a policy payout for her late son, but to this day nothing. It's was approved on the 28th of July to this day she hasn't heard anything. We've sent two emails none were responded, we have been to the head office in Benoni yet nothing we were told that payment will be paid on the 6th of September yet nothing. Each time we go to your branch in Tladi, they can't give a proper response or they make some sort of excuse as a way to get rid of us. Poilcy no:B3PT00917