no pay out

I'm making this post in behalf of my helper.

She received a letter 18 May 2019 address to her late grandmother on a policy she took out for her kids.

I accompanied her to the branch in Jabulani where we were advised to submit a claim as the poicy holder has passed on. the following day she she submitted the documents and was advised she'll be paid out in 15 working days.

She then got a call to come in to the branch. she went 04 July, where she was informed more documents were required and she had to open bank account for the children. She submitted all the requested documents on the same day.

She did a follow-up last week Monday, was informed the matter is still sitting with head office.

can someone please urgently assist her, She lost her phone during one of her trips to Jabulani Mall.