Claim got declined

I claimed on the 20th of December if I’m not mistaken and they never called me but they called the family to verify if they know me cause I’m unreachable, i went to the branch and asked they called head office and the lady that was helping said i must wait for a call, instead someone went to my home saying he’s sent by sanlam to investigate unfortunately i was not there ,i called Gideon and he asked me questions I answered and he said the family doesn’t know me , i asked him to go there again cause there’s no way he went there again they chased him cause they were drunk and they told him they know everyone who claimed, the following day i called him and asked if we can’t go together or maybe I submit an affidavit that would be done by the mother of the deceased he then said no he’s on his way to pretoria he’s coming back Monday the 9th of January so we’ll go, i waited for him .

On the 11th around 5pm i received my premiums back no explanations or whatsoever.