Chaos after chaos

We are back here again with Sanlam. I don’t know a company that battles with communication. Just like last time, im reaching out as advised last time and hearing different stories, again. When I first called in I was advised about the policy which had my deceased family members and was advised of my ability to claim. I asked who is on the policy so I could know who’s documents to look for. I submitted once for one family member and was assisted, after doing the run around first. Im currently submitting for another family member they told me was covered and im told the claim is finalised and they cannot find some of my policies. What is happening there?? Honestly it sounds chaotic. I know if I call im definitely going to hear a different story. Im so sick and tired.