African Life / Sanlam are ******

My mom died in 2005 November , but I just discovered recently that my mom had 2 Policies with African Life (HS ********** 9 & HS ********** 5) which is now Sanlam and I decided to call Sanlam to enquire and I spoke to Levert (consultant) on the 2nd May and he told me about the benefits and even sent me a Policy Schedule and the forms to claim then I decided to send them on the 3rd of May, I initially wanted to claim the investment part of the policy and leave the funeral, but it was then brought to my attention on the 11th May that I cannot claim as I was not the policy holder. I then decided to fully surrender the policy, so I had to change the forms from investment cancellation to full withdrawal which I sent on that same day. On the 14th of May I called then I was told they haven't received the new forms then I sent them again on the 14th, on the 15 I received R2126.95 with the reference of the 1st policy instead of R11502.69 that was on the print schedule. I called again to enquire about this amount I was then told that's the only amount due to us, I'm now confused because I have probably spoken to more than 5 consultants from Sanlam and there are all saying something different, which sulks really because they all work for the same company. Why do we have problems every time when its time to claim. there were two policies but I haven't received feedback for the other one but I'm assuming the same will apply.