Extremely bad service

Claim was approved, but no payment or communication received and all documentation was submitted on 19 April 2026. Last payment was in December 2025 - how am I suppose to pay my monthly expenses without money? According to Sanlam the payment cannot be processed due to "Know Your Client" legislation. Required documentation was not requested, but was provided on email. Still no payment. Also no feedback received regarding the lump sum email sent on 8 March 2026.