Sanlam - Inconsistent and Not Resolving Policy Issues

My late relative had a few policies with Sanlam (some Sanlam Sky, and some the main Sanlam life, I think) two of which got paid out. And upon going through her documents, we discovered that that was at least one (if not two) more policies.

We have been trying to get in touch with Sanlam since mid-July to understand - is it one or two policies? - what do they need to verify? - who are the beneficiaries so we can have the right people make the submissions? - anything to finalise these steps!

Every time I speak to someone from Sanlam over the phone or via email, I get a different request of what to send- from ID copies of beneficiaries, to bank account details, etc.

Then they will come back to me saying they can't find this and I need to supply more information - but not say WHAT this information is.

Each request for documents comes with no explanation of processes - and of course, I'm never dealing with one person because all I have is the generic *** email address (I've dealt with a Kevin, a Kgomotso, and who knows who else)!

And any query I send for clarification, of course goes unanswered until eventually someone else comes back with a new request (but no information).

We are a family in mourning, and this back and forth just causes more distress. I've never even used Hello Peter, but I hope using this platform will get us answers once and for all.

This has caused so much distress with the family of a person who trusted Sanlam to handle her matters, but nothing is getting concluded!