Disappointed to the max

So my father passed away in April 2018. He had a policy which was left for myself and my stepmonster. I was contacted about this policy in August 2018 requesting certain documents to follow through with the payout. All sent before the due date that was stated in my letter. No contact was made from their side, I then contacted them to confirm my documents had been received and the consultant I spoke to assured me its all there she even read the file names to me as per the email she sees infront of her. She then tells me they are waiting on my stepmonster to send her documents etc. All went well until they have received both our documents then I never heard from them again. I have to keep making contact, at first it was with the claims consultant and then with Johnny and Sipho and don't forget Patricia!! I've probably phoned out more airtime than I'll be receiving money for when that day comes..... Very disappointing! To think my father encouraged me to have policies with Sanlam!