Horrible Treatment at a Sanlam Branch

I have never experience this kind of inhumane treatment we received at the Sanlam branch in Pinetown. We lost my 80 year old grandfather on Sunday the 12th of July and my mother has a Sanlam policy in which my grandfather was covered. We decided to submit the claim form and all other necessary documents via email on the morning of the 15th of July to '***'. We called customer care line to find out if the email was received and the feedback was that the email never reached Sanlam. My mother then decided that we drive to the Pinetown office the next morning to drop off the claim form, which had been completed and signed, with the necessary documents that we had already emailed. We arrived at the Branch at 8:30am and waited outside for my mother to be screened and I was going to wait in the car. A lady came out already with a little attitude telling my mother that she shouldnt just stand there but she should hit the buzzer for attention to which we apologized as we were not aware. She then began screening my mother i.e taking her temperature and asking her some Covid-19 related questions. My mother had tested positive for COVID-19 in the past and had also completed her 14 day period of isolation, 6 of which was at a private facility, and at the time was not showing any symptoms. My mother was very honest to the lady and told the lady just that. The lady went back inside to consult with her superior and came back later with more questions which we also answered honestly. She asked us to continue waiting outside as they deliberated. In the meantime they assisted people who came after my mother. Later she came out with a desk calendar and told us that the policy at Sanlam to allow a previously Covid-19 infection customer is 21 days and as such they can't help us. She was so dismissive and asked us go wait in the car for one of their superiors to come talk to us. At this point all we were asking was that they at least accept the claim documents and process our claim, my mother didn't have to go inside for that. They can disinfection the documents if they wanted. We waited in the car for a period close to an hour and I guess when they realized we were not driving off, the same lady came back out with some card about some department we should contact. At this point I was no longer interested in anything she had to say. I was so upset by this treatment. This treatment is encouraging the stigma we see on a daily basis in some communities against infected individuals even after they have recovered. This all took place in full view of other customers I might add. I am so disappointed in Sanlam and I am glad I am not their customer but I told my mother to reconsider their relationship after this treatment and after being a customer of theirs for so many years. This is just appalling.