Policy claim after death

My mother passed away in 2020 and we did everything and submitted forms in October 2020. We have not received a single payout from sanlam and when we went to do a follow up we were instructed to fill in another application for the same claim. This has been a difficult time for our family and no one seems to care. Why should we do the same process 2 years later when no one bothered to tell us anything in this period. I just want someone to get to the bottom of this