Sanlam death claims poor

Very disappointed in Sanlam death claims department. My dad sadly passed away on 22/12/2021. After trying to submit the claim on the 24/12/2021 I was told that their staff are on holiday until the 28/12/21. This is my first problem because how can a department who works with death claims be closed. Do people not die over the festive season? My broker then submitted the claim and all required documents on 28/12/2021. We are now in the new year and I have not received an e-mail or even a message from Sanlam death claims to say they are even processing the claim. I have phoned and emailed and all I hear is that my claim has been escalated since 31/12/2021. This is bad service. I have policies for my mom and parents in law and I will absolutely be taking my businesses elsewhere. My family members have policies at other companies all of which have been paid out except me. I could not even contribute financially to my dads funeral. I am mourning and then still have to put up with this pathetic service.