Sanlam Sky Annuity Payout - Poor communication and unnecessary delay

I was contacted by a tracing agent pertaining to a Sanlam Sky annuity my deceased mother apparently had with Sanlam. After submission of all the requested documentation, I was told that the claim was referred to trustees for decision and 6-8 weeks turnaround time app****. Everytime I phone to follow up, I'm given the same rhyme, and it cannot be escalated because apparently that department does not take phone calls......????? I have requested several agents to provide me with feedback on why this small claim is being pushed to the limit of 8 weeks, even after all documents were submitted. No one has ever come back to me as promised. I've sent emails, with no response. The same agent who promised to phone me back on Monday has AGAIN not done so. I've phoned again this morning, and asked to be transferred to a manager, and was put on hold for so long that I've had to drop the call. WE ARE CONSIDERING MOVING OUR OWN LIFE POLICIES AWAY FROM SANLAM IF THIS IS HOW YOUR PROCESS WORKS!!!!