Sanlam specialists being suspicious

I am utterly disappointed in Sanlam. On the 2nd of June I sent in a request for a proof of payment proving that they paid out my father's death claim to FNB in 2002. Everytime I call in I'm told that it is being urgently escalated. It's starting to seem odd that I can't even get the FNB account number that they paid into so that atleast I can enquire with FNB about the transaction. Can one of the "specialists" working on this at least update me as to what's holding them up and provide me with an sla so that I don't have to keep calling.