Funeral claim - 1 year and still waiting

We have been communicating with Mkhonzeni Fumba with regards to a funeral claim - deceases Feb 2020 and still we are waiting. Installments are still going off the account and no one is willing to assist - we have provided ALL the documentation and still nothing. We also require the full year's installments refunded. No one and Sanlam is interested in actually doing their job!!