Sanlam sky

My 72 year old mother ,submitted claim for my grandmother on the 27/12/2024,no SMS or any acknowledgement,and when trying to chat with them on WhatsApp,the say the was system error therefore the claim is in claims assistance of which that is not communicated ,and on the phone ,they want to speak to the policy holder ,of which she cannot go to sanlam branch ,because she is old and she doesn't have bus fare let alone airtime to phone sanlam call centre.what is this,the quick to debit your bank ,but when claiming the are too slow.policy no:SG***1