Life cover

Its almost 6 months since my father has passed on and sanlam has being giving us endless problems when it comes to paying out my dads life cover. Everytime we call in they always have some excuse and we have to wait for another 10 to 15 days for another document they request to be processed. This is so unprofessional and unfair because when it came to taking out the money from my dads account then they was very quick with that. They recently required my dads academic performance in order to process the claim and they waited for over 20 days to request this and we dont even have a record of it. However we did provide them with a affidavit and they needed another 10 to 15 days to process this. I understand there was a mix up with the grades that we had on the affidavit and what my dad filled in when he took the policy however that is not our fault because we wasnt there when my dad filled in the forms to take the life cover. I still also dont understand what my dads school record has to do with payment? Sanlam just finds every excuse not to pay out and its really such a shame for their business. Like i said before my mum is unemployed and my father was her only source of income. She was depending on this life cover and its almost end of the year and she hasn't being paid out yet. I hope sanlam wakes up and comes to some sort of agreement with payment and does it soon as my mum is not pleased with this service and feels disappointed due to the fact that she always praised sanlam and spoke high of them however they have let her down which is so unfortunate.