Cashing in policy - no response!

Submitted forms in July 2015 to cash in my policy, was told could not do as they needed a Tax Clearance Certificate from SARS, did all that and sent the document via email on 6th August. To date had no response, contacted the offices to be told they need to see the original document. NO ONE BOTHERED TO CONTACT ME BY PHONE OR EMAIL ASKING FOR THIS. I am desperately trying to get my money to leave the country. Funny they are fast at taking ones money but NO RESPONSE when you need to cash in. I have to drive to Sandton with the document for them to look at....then what.....how long before I am paid, I am extremely upset with their bad service.