SANLAM (Channel Life) does not respond to death claim

We had and paid premiums for 11 years on a policy with Sanlamsky (Channel Life). Ons of the insured passed away and we logged a claim with all documentation to prove in October 2021. We asked several times for acknowledgement or any response but until now, 1 March 2022, no response at all! Today we called and had to hold on for an hour and 7 minutes before we could someone to talk to us. Charity, whom we talked to asked us to send documents again. After that we got a SMS that they could not do anything about the claim and we must call them again. We were not prepared to hold on another hour to speak to someone again and asked them to send us an email but no response.. We hope Sanlamsky or Channel Life will react by email about this claim.