Claim not paid in almost two years

It's been 22 months since my mom passed but as a family we yet to receive payment from her clientele Life policy

In April 2021 I made a claim and provided all necessary documents and I was told money would be deposited and in about an hour I received a call telling me payment had been made so I was happy with the service

After about a week I called clientele Life and told them money hadn't come through and they asked for a bank statement which I emailed to them.

I was then told they had tried to deposit but got an error so they asked me to go to the bank and explain this, I went to the bank and they said everything was fine with the account so I went to a different bank and opened a new account and emailed that account to clientele but they still said the second account also gave an error and it can't be from there side because they make payments frequently

I asked for printout of the error but they refused to give it to me.

Now when ever I call them the agent puts me on hold and explains to the supervisor who never talks to me directly and when the agent comes back they say the supervisor will contact me which never happens.

I recently went to the Durban offices but they no longer there.

Can someone please explain to me how this company works, clearly I'm not in tune