Sanlam Sky must Pay

I found out that my late dad has a Policy with Sanlam Sky close to East Rand Mall, so when I went to confirm if it's true indeed there is a policy the beneficiary is my Grandmother. So on the 10 October 2025 I went there with my grandmother with all the documents that where needed. We claimed and everything went well, The Lady who was helping us Zanele Tutu said we should wait 7 working days if the money is not in we should contact her. So since my grandmother is very old I'm the one doing all the follow up. We didn't receive any message within and father 7days I called the lady from Sanlam she said that there is a dispute if the claim must be paid or not I didn't understand what she meant. She then referred my call to the Call centre that agent didn't talk to me as she insisted to talk to my grandmother and I told her that I don't stay with her but I'm the one helping her she didn't help me. A message came through from Sanlam that we should wait another 5 working days as the documents are being assessed, we waited still nothing happened I called again the lady from Sanlam she then referred my call again to the call centre I found a good call centre agent who told me that during those 5 working days the system was down and many claims where delayed so she will escalate the matter to the claims department. We then received another massage to wait for another 5days So today marks the 5 working days I no longer know what we can expect Sanlam is giving us the run arounds of which is very wrong it's now a month yet my granny hasn't received any money from Sanlam Sky. Can we please be assisted on what's really the delay it's been long overdue Sanlam Sky must release the money

My Late dad's Name is Humphrey Masina his ID number *** 081 his mother Liziwe Mekedith is the beneficiary. Policy number is HS***4.