Sanlam Sky accident claim

am writing to lodge a formal complaint regarding the handling of my funeral claim submitted on 16 September 2025 under Sanlam Sky (Sanlam Developing Markets). From 16 to 18 September, I received several SMS updates, the last of which stated that my claim had been sent to the auditors for further assessment and that this process may take up to five working days. Following this, I have not received any further communication from Sanlam. On Monday, 22 September, assessors visited my family home and conducted their questioning. Based on this, I reasonably expected that the claim would be finalised by the end of that week. However, to date, no progress updates or resolution have been provided. I have contacted your call centre several times, but the agents only repeat the SMS message I previously received. I was further informed that they cannot transfer me to the auditors or provide any meaningful update on the status of my claim. This lack of communication and accountability is unacceptable. The funeral has already taken place, and due to the delays in processing the claim, I was forced to take on personal debt to assist my family. This has placed me under significant financial strain. Moreover, such delays are highly sensitive in the context of a funeral, as my family perceives that I am withholding the funds, which has caused unnecessary tension and distress. Please assist