LACK OF SERVICE

After my wife passed away on 23 July 2021 I submitted a claim for funeral benefit personally to their offices in Pretoria on 03 August 2021. The guy on the outside that assisted the people (there was a lot), took the completed documents and put them in a box while assuring us that we will receive feedback very soon as the staff will put the claim on the system and thereafter payout will take approximately 8 weeks. I have waited the 8 weeks patiently as I realized that they are very busy, but upon following up I was told that there is nothing on their system. Which brings me to the question, what happened to the claim papers that were dropped off at the office in Pretoria, and what repercussions will there be to the person that was accepting it? How many relatives have the same problem and are waiting without any idea that there is no paperwork on the system, therefore no payout? After having submitted the forms by email, I was told that the payout "MIGHT" be middle of December. THAT IS IF THEY MANAGE TO DO THEIR JOB. I FEEL SORRY FOR ALL THE LESS FORTUNATE PEOPLE THAT HAVE TO WAIT FOREVER FOR THE PAYOUT WITH NO CER*****Y IF, AND WHEN IT WILL ACTUALLY HAPPEN.