Bad service from your human resources team

My sister lost her partner in 2022 through car accident , they are blessed with 2 kids ....her partner was employed by clicks for years she got a statement from momentum(life cover insurance )that shows the amount that was paid to clicks 4 months after the partners passing ....she couldn't even apply for uif for the kids because clicks said they were investigating....it's been 4 years now clicks can you please do the right thing before she escalates this matter... imagine 4 years no life cover payment...no uif...no RAF because you can't provide required documents since you are investigating