Frustrated

Good Day My name is Vuyokazi Mbendeni, I have a problem with Sanlam and my late aunt had a Life Legacy Plan with them and then she died on the 1st July 2019 on the 2nd I was busy at the mortuary and Home Affairs.On the 3rd July I lodge my claim I submitted evrything they have asked for and waited 48hours for pay out since the plan has Funeral Immediate Expenses and Death Cover.On the 5th July 2019 Sanlam sent the PMA form through my broker who was helping me and we tried to get hold of the doctor who suppose to fill in the form but he said he will on be available on Monday the 8th July we got to the hospital he was busy n he told us to go to the Hospital Admin we went there and we were told to come the next day ofwhich we did n I was told to pay R625 for relea*****t of the information and I did that so all in all it was filled in on the 9th July n I waited 48hours coz I submitted what they required but nothing came I had to make debts left right and centre to make means to bury my aunt on the 12th July 2019 who was insured.I wrote on Sanlam Facebook page they asked for my details and I gave them and they got back to me saying Sanlam will contact me.I never got tired I tried again through my broker to check whats the delay but they couldnt give me a straight answer coz some lady at Sanlam was busy with case.I called Sanlam I spoke to a lady and I told her about my frustration and she said she will give the lady who is busy with case to contact me.The lady called amd she said they require more info she will sent to via my email,she did sent me what was she looking for I have tried to get things together that she was looking for I had to make affidavits because some of the info like matric certificate of an old lady who was studying in the 1960s through Bantu Education she never kept those coz she was born in 1946.I did sent all of that and waited and waited but nothing from Sanlam no notification of how far they go with claim,no outcome nothing no message my broker was contacing them for me all the time.They notify my broker that they need the hospital file my aunt's medical file,they sent an email to the hospital asking for it BUT the hospital cant issue the file without money I had to borrow money again for the file which was R404 so they contacted hospital to send the file to Sanlam due to hospital capacity they couldnt send it they asked Sanlam to send the courier to collect the file.Sanlam Facebook page sent me a message saying the file will be collected by their courier on a Friday but when I contacted the hospital admin I was told it was already collected on the 23rd July by a gentleman from Sanlam just after a day I was at hospital on the 22nd July.My broker notified me that Sanlam has the file we must wait and I waited and waited and decided to call Sanlam again I was told they are still waiting for the files but I failed to understand coz they were already fetched the file the lady said it hasnt reached their department so I must wait while I was waiting I put pressure on my broker.I decided to take the matter to my legal policy at LegalWise so the counsellor sent them my complaint and they rep**** that they are still busy with it and my counsellor forwarded me the response and again my counsellor tried to contact Sanlam but no one in the deathclaims dept is replying to my complaint.I writing this to you because I am really hurt and frustrated people are harassing me for their monies they borrow me to bury my aunt.What hurts me the most is I cancelled all the funeral policies I had for my family for years and switched to Sanlam I didnt know that I made a very biggest mistake of my life and this is not the first time they are doing this to me I lost my mother inlaw in February 2019 but they never paid me and now again they are playing hard to get I dont know what to do anymore and I have tried to check the self service online the first time I saw it was still on progress next time they blocked me to see how far.And I called last week and spoke to the very same lady I spoke to I asked about my claim she told me she is sorry there is absolutely nothing she can give me because the lady is busy with my claim.I dont know where else to go because 48hours had passed long ago its over a month I didnt get a payout for Funeral Expenses which they stated on the contract they pay after 48hours how many 48 hours should I wait for,I do understand it takes a while for Life Cover but what about the Funeral Cover,this ****s me inside I wish I could get help I have sleepless nights because I am making excuses to the people I owe who helped me in times of sorrow.As I am writing this I am ripped apart the pain and humiliation Sanlam has put me through is unbearable.Please hellopeter help me.I have every copies of the documents Sanlam has asked for please help me I never thought I will struggle like to bury my loved one as I am the one who was paying for the policy,eversince I have cancelled my policies I only left with Sanlam as far as I see this tells me I will go this journey to each and every member of family.Please help I have emails I have sent to Sanlam I kept everything.If any help I can get that would be great.Please please help I have tried everything I could think of. Thanks