Claim not paid after a month of submitting documents

I submitted a claim on the 15th of January through email (***). I did not receive any response until i followed up again. My dad had 2 policies and one of the policies was paid out on the 16th of February. i was told that the company was still waiting for the participation certificate from Sadtu, the certificate was received on the 16th of February but there is no communication since then, I have been sending emails to Refilwe mabuza regarding this issue but she never answer my emails. I really dont know what to do anymore because we still have to pay for the funeral expenses and there is no one to assist