Sanlam - Put your money where your mouth is!

My husband worked for Sanlam for a number of years, whereafter he was employed elsewhere. He is now very elderly and does not receive any pension, therefore he has no bank account. Recently Sanlam requested him to complete documents and provide proof of ID and a bank account number as they had to re-imburse him with pension monies owed to him. For this reason he opened a bank account and provided details to Sanlam. Then came their next request: "Please provide proof that you worked for Sanlam." I cannot understand this. First, Sanlam admits that they want to pay what they owe, then they request proof that he ever worked there! Really? If he had known this 20 years ago, he would have kept proof that he had ever worked for Sanlam. Surely they should understand that after so many years of non-communication, documentation would most likely not be available anymore. Which means we now have to return to the bank and close an account that we didnt need in the first place!