CONFUSED WITH CLAIM PAYOUTS

My father passed on August 2017, which the claim was made. We found out that Metropolitan was supposed to have paid another outstanding claim to my mother. We communicated with Mabopane branch ********** 234 to no avail, then Cape Town Branch ********** 911 (Group scheme dept) but even to date we don't understanding what's happening with the payout on Policy: ********** /12267