Complaint about Hollard my life & more Policy

I joined Hollard my life & more on the 01 October 2021where my late partner together with other family members were my beneficiaries. we laid my partner to rest in December 2024. I have been consulting and in and out of hospital because of grief . i was discharged on the 28 February 2025. I sent a claim form to Hollard and have proof of emails and telephonical conversation with the institution. On Wednesday the 5th of March I called the customer care Centre and spoke to Sanele who confirmed that the claim was approved and I should give it 24 hours , to my surprise nothing has been paid to the account . Last night I sent an email to client centre to complain but did not get any feedback and I decided to call them. I spoke to Terrance who didnt ask me any questions but only asked me to hold, he then came back to me after a while to ask for my number and advise me that Dakalo Ramabulana is going to call back. Indeed Dakalo called and started asking me about the contacts that were on the BI 16 form, I did not understand the basis of the questions, he then asked of other family members contacts as he would like to confirm, as to what he wanted to confirm I didn't ask. I gave him the deceased number and he request for other number except for her. I gave him the deceased uncle's number . Dakalo Ramabulana contacted the uncle who also confirmed the contacts on the BI 16 after confirming Dakalo started asking irrelevant personal family matters which the uncle confirmed.. my problem is that I don't know why they are treating me like this. i have been honoring the payment since the conception of the policy.