Payout of Insurance policy

My ex-wife passed away more than 3 years agao Dec 2012, my children have returned from Spain to me. Since last year May 2014 we have been trying to access her policy pay-out for my two children, I supp**** (faxed) the required documents in May 2014, no response. Last year Aug 2014 went to Centurion and handed the same documents in personally which they were to scan and forward to Cape Town. They promised feedback and progress. In Dec 2014 we returned to Centurion Branch, informing them that they had given no feedback or indicated any progress. We have now completed additional documents for the claim which they had not originally supp**** to us, since Jan 2015 we return monthly to check progress but nothing but empty promises. My children need the finances as they are young adults with daily requirements.