SANLAM SKY IS BAD

I lost my nephew on the 20th of July i put a claim on the 26 due to late death certificate since it was unatural cause sanlam sky send masage that they receive a claim and it will be processes in 4 hours everyday i receive that masage but i did not receive the money I've phone sanlam sky today 02 08 2019 i told them its a second week since I've kost my nephew i want to do arrangements they said they excalate my request since than no one phoned me even the condolences masage