Hollard bad service

My name is Bongani I have nothing positive to say about this company, my father passed away on the 25th of June and we buried him on the 1st of July .. I submitted the claim forms on the 6th ... Still nothing from Hollard, the sad part about this is that we don't get any form of communication from them to say how far this claim is, instead my Mother who is a Pensioner must call them to follow up with her own air time money she doesn't have. Who can I talk to, to resolve this .