Poor Service - Poor communication

I have had so many issues with Sanlam, I have sent a mail twice at their request to different email addresses and have phoned them multiple times to ask them to pay out my father's death benefit claim. I have been phoning them since the 27th of August after the anniversary of his death. Every time they tell us it's in prosses of paying out and when we phone them later that day, they tell us a supervisor has to approve it and then they told us no documents were submitted-which it was a year ago. I do not understand why they give us a different story each time we phone, and now they are telling us that the matter will be escalated. I only received no reply mails on the two mails I send. The communication from their side is very poor.