Bad service, no response whatsoever

Greetings, I have been doing up and down trying to get my money at SANLAM no luck whatsoever. My mother died in 2015 only realised in 2020 that SANLAM is still deducting her premium after a query was told to submit the claim to receive money which I did, I was told the money will be paid within 14working days that was in February 2021 till now September 2021 I haven't received anything noone is saying anything when I enquire I keep getting runarounds, I'm being tossed from one branch to the other. When I call head office I'm told they can't assist me because the policy has been removed from the system I have to go straight to the branch. I don't know what to do anymore.