Funeral claim mom

My mom died last week Monday I phoned clientele life and was asking for supporting documents. On Thursday or Friday a lady phoned me telling me I am loyal customer therefor they going to pay my claim if I just confirm my moms Id number and that time I could not assist her with the Id number. She said then she can't do payment but she will forward airtime to the number I provide but until now nothing was received from them. What really worried me is on Saturday I sent them the documents the asked for then they have issues with the copies which I don't understand because I used the same document for the FNB Funeral claim. I forward all the documents again yesterday and keep on getting confirmation messages keep on phoning the call centre every time i got told my claim is still with assessor. What really worries me every month I pay that R681.00 so that i don't have stress in times like thus and to be honest I am stressed out keep on calling about claim but no feed back