Verry dissaopinted and mad at the same time

my mother pass on December 2016 the claim was submitted on time and i received the following respond from them until today nothing is paid my subling they are accusing of eating their mothers money please assist

Dear Maltilda

We have received your claim and the claim process has started.

Your reference number is wf_ ********** 20. We ask that you write your reference number on all documents you send us as this will help to speed up the process.

In order for Hollard to proceed with your claim, we need the following documents from you:

kind regards

Mathilda Kekana