Sanlam is a reap off when it comes to claim payouts

My nephew/cousin passed away on the 18/12/2024. The matter was under investigation by SAPS and the person handling the case could not sign the claiming documents since he was still busy doing his investigations, we as the family of the deceased borrowed money on financial institutions for the burial to commence in January 2025. On the 5 August 2025 eventually, the detective signed my claim forms and I submitted to Sanlam sky PE Branch on the 06/08/2025. I have received SMS confirmation that the claim is received and will be assessed within 4 hours. On the 11 August 2025 I received an email/SMS that I should send a post mortem and will be advised if outstanding documents are needed. On the 22 September 2025 I received another SMS that the claim has been sent to medical underwriters/ forensics for further assessment and they will get back to me within 5 days. On the 23 Sept 2025 I received another SMS to submit my bank statement, Certified ID and Certified copy of death certificate and I submitted and then on the very same day I received another SMS that it will be assessed and outcome will be communicated with me. On the 26 September 2025 I received another SMS that the claim now is being assessed by auditors which may take up to 14 working days. On the 17 October 2025 the 14 days’ time frame passed with no feedback/outcome, I called Sanlam Sky yesterday and I was told that there is still no feedback from auditors and again today 17 October 2025 I called and I was told by a consultant that there is still no feedback.

Same day 17th Oct 2025 I have escalated the matter to complaints because it is now close to a month since I submitted all that was required for the claim and still no feedback.

On the 21/10/2025 I contacted Sanlam Sky again and I was told that my claim is not successful as I am not related to the deceased, I logged another claim again with their complaints department that I am not happy with the outcome as I am related to the deceased and the relatives did confirm the relationship I had with the deceased, I would like to state that I am related to the deceased, we are coming from the same tribe/clan from the same home root.

I have claimed in another insurance company and my claim was paid.

I had a Funeral policy with Sanlam Sky for my other nephew, who is the deceased's brother which I claimed for a year ago Policy Number SP***2, so how does it differ from this current claim in terms of family relations? Same policy, same premium, same relations.

See attached proof of payment from Sanlam sky regarding the funeral claim of the deceased's brother that was paid to me.