Delay in finalising a Sanlam request ***

A query was started on on the 14/12/2020 and to date we have not received any feedback. all we need to know is the policy valid ,does it take over a month just to get that answer . My sister and I have sent all the requested documentation and still we have not received feedback this service is unexceptable ,no company TAT is over a month an email was received stating there is a delay in resolving the query and feedback will be given on the 11/01/2021. This is totally unacceptable!!!!!!