Claims not paid, Customer Service very poor

I took out a policy around 2012 to cover my Mother in Law, and policy has since been up to date with all documentation correct. The beneficiary were nominated by her (in an affidavit) which was also sent through to Sanlam iCover. She passed away in 2015 and upon claiming i was sent from pillar to post, with call center people telling me they cant find the nominated beneficiary.I ended up going to loans so that i can assist with burial. I also couldn't find the faxed document also from my side. In December while cleaning i found the document that i sent with a proof of fax. Now that i found the letter i am being informed that i need to go and open a new bank account and i also need to go again to the magistrate to nominate the beneficiaries. Sanlam if your company operate like this its all a **** that milks innocent people out of they money. I need the money to be paid out so that i can repay the loan i took.