Claim not processed

On the 12 of March 2024, I sent an e-mail enquiring on how to go about claiming old mutual max investment taken out by my deceased grandfather, I then got a response form Leslie Philander on the 14th of March 2024 indicating that the matter/enquiry has been escalated to the correct department. The name of the department was not mentioned including their SLA and I’m yet to get any assistance and/or guidance 13 days later.