no pay out and no response after the claim

hi, my deacesed mother had a funeral cover with safrican insurance group. her name was DM MOSIKARE she passed away on the 2nd July 2010. it happened that we never saw it on her documents and came actross it about few months ago. i tried to claim from it but failed after few attempts. i called them and explained everything and they told me to submit a claim. i did as advised with all the documents but up until today there was no response. the policy number is PM***. I Hope this issue will be resolved soon because i have a sibling who needs to go to university and she was turned down for study aid twice and this money can be of good use to further her studies. thank you.