Refusal to pay death claim

My brother passed away on 23 February 2024. Leaving behind two adult children. Around a week after his death we contacted Sanlam regarding a policy in his name.

Sanlam requested numerous forms to be completed as well as other information to be supp**** by the children, all of this was done and submitted on Sanlam's request.

Sanlam informed us around 18 February 2025 that the funds available will be transferred to the deceased policy holders surviving children. However, around 19 March 2025 Sanlam informed us that that the deceased policy holder's income tax number was inactive, this was due the deceased being unemployed or self employed for most of his life. We immediately started the process of getting the income tax number reactivated at a cost of R3 000,00. The income tax number was reactivated on 21 July 2026. Sanlam was immediately informed of this.

Since then we have been struggling to get the funds paid to the surviving children. Sanlam has also not been in contact regarding any further information that is outstanding. Every time we contact Sanlam they inform us that they will be in touch within 48 hours. It has now been months without a reply or any funds being paid.