Policy claim not been pay yet

I have a policy with Emerald life when I got there to claim they say the person that I'm claiming for is not there all to find out the agent took her details wrong name but the surname is right so the consultant in complent derpartment say she will took the matter to her manager till now my sister pass away on the 16 March 2021still now iam still waiting and this month they deducted the premium of R113 iam getting paid today plz help me I need that R 25 000 cover I don't not miss any payment they take it straight from my personal.