Death benefits still not paid out

I would like to express our heartfelt dissapointment in this companies services, at first we did not even know they exist as my mom took out a policy through PEP and was advised it was underwriten by Hollard, My mom buried her husband this past Thursday and this was the only policy that did not pay out a claim, we were sent from pillar to post until we were advised we had to contact you, I urge the public not to take out any policies through PEP they provide misleading information, and guess what PEP,HOLLARD,IUA debited my mom but we have still not received a claims payout, I liased with Lynette Pillay who kept requesting documents even though we sent the same docs as we did with other entities and did not have an issue, she has since gone ghost on us after numerous emails back and forth, according to adverti*****ts a death benefit claim should be processed withing 24 hours, it has been more than week and still no funds, I do have surpporting email to show that we did our homework to ensure we speak to the correct persons, we are not happy customers at all