Assupol is very disappointing, shame!!!

We recently claimed for my sisters policy, firstly it took more than 48 hours before we could receive it, secondly we received R57000 instead of R63124 without an explanation. Thirdly, today I received a call from Extend or whatever is called saying they are a auditing company for Assupol and wanted me to confirm the death by asking questions and requested my mom and two of my siblings’ contacts, apparently they were asked the same questions like me. The question is why and why were we not told that this would happen? Why didn’t they call the claimant and informant of death only?