Inconsistent, no payment received and bad service

My aunt who is pensioner has a policy with them for her niece Reuben Letlape who passed away 7 weeks ago policy no ***3, all required documents have been submitted to PZ Majozi at the Dube branch 7 week ago and Jobskop burial society has not paid my aunt the 12000 they promised to pay her. Now is under a lot of stress and her health is deteriorating because of this incident...