Bad service and not helpfull at all !!!!

Very unhappy about the service of this company. My husband passed away in 2012 and after all these years i received a sms that they looki g for the family of him due to a unsorted claim as i phone i was sent docoments to complet and sent back now every time when i phone they till me they cant get my email they dont know the person who sent me the docoments they can find him on the system and if i use the whatsapp line its says it wil be pay out in 10days still no answer not getting anywhere how can do you operate but dont know staff of anyone who can assist me keep putting my call throw to the next and next person and nobody knows nothing but email is for you and they phone my from sanlam how must i get this sorted after so many years you reach out to me give me hope and now nobody is prepaid to help ill take this more further if i dont get this sorted