Disability claim process a nightmare

My father has had a life insurance policy with Sanlam since 1989. Following a severe stroke which left him hemiplegic and unable to work, I have been attempting to assist him with a disability claim. I have submitted to Sanlam all the medical information I have access to as well as all the employment history and documentation the former employer could provide me with. My father is severely disabled and has been unable to work for number of years. This is abundantly clear from the documentation submitted. Yet Sanlam insists that the documentation provided is insufficient to proceed with a claim. The process has taken months and there is no conclusion in sight. The claims office takes weeks to respond to simple queries via e-mail. To add to the confusion, after initially submitting a claim, my father was approached by numerous unrelated Sanlam consultants offering to assist with investment of the claim payment, all while no official response from the claims office had been received. Confidentiality does not seem to be valued. The claim process has been a nightmare in a time of need and I feel we will have no further option but to continue with arbitration. I will be cancelling my own personal policies with Sanlam and would certainly advise others to do the same.