No payout

My father faxed through his paperwork on 13 July 2015 his been to Cape Town office on numerous occasions where they keep on saying two weeks,where its been six weeks after that first two weeks already and still nothing.I have phoned the Johannesburg office @ *** on many occasions with no answer.My dad has spoken to Glen,Rashika Singh etc with the promise of two weeks.We would like to know what's happening with the payout ...policy number ***c