I want my money

I have made a claim to Sanlam on the 9th of November 2021 for my late nephew, no one has responded to me and I couldn't follow up because I was hospitalized due to the stress that was caused by the passing of the child.. I called tgem on Friday the 12th only to find out there are some missing documents but no one bothered to let me know.. I sent the docs but no one came back to me.. even now I still haven't recieved the money but I pay my premiums everymonth.. I am so disappoint with sanlam their services are very poor