Bad services

My younger brother (Phakamisani Oscar Maphalala) logged a claim for death beneficiary fund (for my late father ) he was advised he needs to log the claim for himself when he turns 21 ( which he did Aug 31) he went to log the claim 7 September 2023 at Santam offices at Ghandi Square , he did his first follow up to know the process of the claim or if there was anything missing on the 21st of Sept he was told the docs has been received and the claims was being reviewed and it will take 2 months for the payout , Mid Oct he did another follow up that’s when he was advised the claim was actually supposed to be paid out after 21 days , he has been calling every week since then and he keeps getting the same feedback (21 days) but nothing has been done MOnday 13/11 he called and spoke to Khensani who advised they are verifying his banking details since he wants the entire sum and not monthly payments, he called again this morning 10:53 he spoke to Khensani again who said she will escalate to Legacy Beneficiary Fund Department, she then placed him on hold until the call cut off she did not even call back. Membership number : ***4