Funeral claim that takes over a year and you sent up and down.

Good day Please assist with my Mom's claim as she has been taken from pillar to post. Am trying to assist her in getting assistance. her policy number is ***1 and the ref number is *** for Mrs BN Singo. We have submitted all paper work requested the claim was in 1st sent in June 2020 and we have enquired what the hold up is. We were told the assessor will have a look at case from the 8th April 2022 which would take 5 working days. When trying to get feedback we are told the is no response. Please please assist as this has been going on for too long so much that I had to step in and try assist her.