Sanlam delays to pay my claim

I made a cash back claim from Sanlam in Durban, Embassy building on 21 December 2021. All documents completed and submitted. I was given a Sanlam Sky card for a follow up at head office.

I'm upset as to how the following consultant in the head office emailed from my enquiry that my form and documents were not received by her , yet she has my claim no " FLO-211222-YQ1 " I need that cash before the end of 31 Dec. 2021 Here are her contact details:

Patricia Maduna Contact Centre Consultant

Sanlam Sky Operations - Call Centre T +***3

F +***4

***

13 West Street, Houghton, Johannesburg, 2001

Sanlam was not