Sanlam Death Benefit horrible service

My husband had an annuity with Sanlam. When he passed, I submitted all the documentation for the benefit to pay out. First of all, they don't communicate. I had to keep on following up just to find out whether they have now received everything and everything is in order. After all that they contact me to say it has been approved. A week later I get an email to state they need FICA documents from the employer that started the annuity. I tried explaining that my husband did not work there in more than 20 years, they insisted I get the documents. First of all, why did they not request the information from the client. If they have been paying the policy all this time, why did Sanlam not contact them to say they need FICA documents. Now that I am claiming, they are expecting me to do it. Secondly, how can I be held responsible for this. It has nothing to do with me. I made payments every month to keep this active and they accepted my money without any questions, but now they come back with this. When I tried to explain this to the lady (who by the way I can only communicate via email), she just told me sorry then we don't pay out. Just like that. After years of the policy being active and me making payments, this is her attitude. She does not phone me back that we can discuss or see how we can resolve. Just either I get the documents (from a 3rd party) or I don't get the payment. This has honestly been the worst service I have had since my husband's passing. I will be moving all my Sanlam products and tell anyone that listens about the terrible service.