Claim Pending

Please tell me what is the right procedure for one to claim , my mom has been making a lots of errands at your Welkom branches and no one seems to help her , on Monday she went to the branch and was told to bring along our baptism letter which she did on Wednesday , now she is told that me and my brother need to make an affidavit from the police station to state that we are my dad biological children like really now .My dad passed away in Dec 2012 and still his annuity fund has not been paid out .