Nedbank preventing life policy claim

I have been struggling to get assistance and feedback on documents that my insurance provider needs for a life policy claim. I initiated the process with Nedbank on 5 July and was told it would take approximately 7 to 10 days. I have not received feedback on the progress and have no idea what is going on or when the required documents will be received. This is against a joint homeloan. I have also not been assisted with any information regarding vehicle finance on the deceased's name and I am therefore unable to make payments on the vehicle finance, which is now in arrears. The letter of executorship that they want can take years to get and the car will be repossessed by then. Does Nedbank operate in such a way that they want us to lose all our assets so they can benefit? During this very difficult time, I am extremely disappointed in the way Nedbank is handling this process. I need urgent feedback on the documents required by my life insurance and either the account information for the vehicle finance or confirmation in writing that the vehicle will not reflect as being in arrears and will not be repossessed.