Avoid Sanlam at all costs

My late father had a retirement annuity policy with Sanlam, on the 8th of August 2023 we received a letter directed to my late father informing us about the policy and the amount due to us which needs to be claimed. On the 31st of October 2023 we received an SMS confirming the values of the policy. My mother went to SanlamSky in Nelspruit/Mbombela (Samora Machel Dr) on the 13th of November 2023 to confirm the validity of the policy. She was told to submit all the necessary documents to process the claim as the values are valid, Thobile one of the consultants in Sanlam also confirmed seeing the amount that we need to claim. On the 17th of November 2023 Sanlam confirmed to having received all the claim documents and will process the claim within 8 weeks. Shortly after my mother was phoned by an unknown number claiming to be from Sanlam saying 'the values are invalid'. I then phoned Sanlam to confirm the phone call, and I was told that the policy was valid and should ignore the call my mother received. After 8 weeks with no communication from Sanlam I phoned Sanlam to follow up on the claim and I was told 'the values of the policy are now invalid' I then asked how come you confirmed more than twice the validity of the policy. The agent said I must submit screenshots of the SMS we received and I did. After a week I phoned again and I was not assisted. Then I phoned again they said they were generating a letter confirming the values were invalid, we waited nothing came through. I phoned again, they said they escalated the matter to the claims department. After that, we got no communication. I phoned again they said the matter had been escalated to the team leader, likewise no communication afterwards. I then suggested can we get an actual SMS/letter confirming the invalidity of the values, and we received nothing. By post mail we received a letter dated 03 November 2023 saying 'There is still cash value on your policy'. I am just appalled by the level of unprofessionalism we are receiving from Sanlam, why would such a huge company act like amateurs? I wouldn't advise anyone to take a policy with Sanlam or any other service with them. Contact my mother on *** or email me or phone me on ***