Sanlam bad service

My fathers policy is supposed to pay him out however since November he has received nothing. First time he went the to sign he was informed that he will receive money in 7 days , he did not receive anything. Then he was called to bring his tax number and was informed that it take 15 days. Every time he calls the issue is being escalated. I am taking about a pensioner who does not even have airtime. Last week Wednesday we called and we were told that payment was done and he should receive it latest thursday however nothing still. Today we called again and its been escalated again. So will sanlam reimburse me for my airtime? cause every time i use my cell to conference my father so that he can speak directly to them.