Death claims incompetence

I submitted a death claim on 22 December 2020 to date I have not received any feedback from Sanlam, i have called back several times to enquire regarding the progress of the matter with no success. I am told that Muneeba Parks is dealing with the matter which has not made any contact with me. as taken off the sanlam website "Sanlam pays most Funeral claims within 4 hours, after all supporting documents for example death certificate have been received and verified by Sanlam." it has now been 8days.