Funeral policy claim not paid out

On the 15th Jan 2015 my mother passed away and I submitted the claim. Sanlam never approved the claim and gave me no explanation. After my mother was buried I went to Sanlam to query about the claim. They told me I was 2 months behind of which I was not aware of as they have been debiting from my account including after I had submitted my claim. They requested a 5 months bank statement, each costing R40, I submitted to them and they admitted that the fault was on their side so they will finalise the investigation and get back to me, till today they never came back to me. I have been phoning, going there but every time they tell me they are still investigating. It has been 4 moths, I feel they are being unfair, inconsiderate, *********, unfriendly and ***********. They never call me, I have spent a lot of money on airtime and they would shift my call from department to department with no solution. Sanlam must pay me back my money as I had to bury my mother with my own pocket although I had a funeral policy with them making sure I made provision for the burial. My name is David Ntontela.