Policy not paid due to language

Sanlam informed me that a policy will be paid out. I had to complete a form. I did so and Sanlam informed me that the payment will be done on 4 December. On 5 December I phoned Sanlam and I was informed that it is not done because I am Afrikaans. Afrikaans is one of the official languages and my language has nothing to do with it. All the correspondence was in English. Eventually I was informed that there is some session of Standard bank on the policy registered and that Sanlam will send me the forms and that a manager will call me. Forms were not send and no manager contacted me.