Poor service from Sanlam

On the 12 on January we received a tragic news that my mother passed on this had been very heavy for me and my family even as I write this today we are still grieving this loss. My father was not in a good state so we allowed him the time to gather strength inorder for us to submit the claims that is under his name. Then on the 23 January we visit the mega city branch to submit a claim at Sanlam we did and they promised us feedback on the next business day. It actually went on for a week no feedback I sent an email to the consultant that assisted us his name is Wilson haai with no response from him either. My father had to go back to the branch alone for assistance that time his car broke down it was raining that day but he managed to get there. And they requested that he brings all the documents again because they couldn’t convert the first ones to pdf. And he went there the next day claim submitted and we back again waiting for feedback until today my father is still waiting for his money from Sanlam.