My father passed away in 2019

My father passed away in 2019. And had a chronic illness benefit insurance with the Old mutual which was only approved after 2 years which is this year 2021 June. Now after so much hassles trying to get thier information they are withholding the claim for unknown reasons,consultants on the forefront are have no clue whats going on as they just read whats on the system, which reads claim has been approved but its still with the assessors this has been the case for the whole month of june. My family and i want to do an unveiling for my father but we are delayed by unknown situations at Old mutual and horrific service.