Need advice

Good day....

So after almost 9 months my mom's pension fund claim was approved.... All 3 the children received a letter to sign and send back.... My email said they are just waiting for my brother's letter back so they can proceed with the payment but with my sister they send her an email saying they are waiting for authorisation from the payment department..... We have spoke to someone that is also working for Sanlam and she said when the claim is approved and they received the letters back they should've proceed with the payments.... It feels like they are playing with time now.... Will it be best to get a lawyer involved? 2 weeks ago we did found out my mom also have life policy by them.... We are trying to get the documents to claim but no success.... Can someone please advise on this matter?