Sanlam Policy disclaimers and communication on payouts

I have a current experience with Sanlam where my father has recently passed away and no contact was made with me after I had submitted my claim form as instructed regarding claims. I waited more than two for feedback after reaching out to the person that assisted with the claim submission. There after I found out that payment has been made to my siblings who also had a policy with Sanlam for my father. To date there has been no communication, what happens to the premiums I have been paying and why was the 100 00 disclaimer not explained or communicated to us as well. I am really disappointed with the service and fear the same thing will happen when coming to a claim with them in the future.