Sanlam to with hold funeral cover claim indefinately

If any one is able to assist please help. Years back I opened a funeral cover with Sanlam for my father who passed away in January. I submitted the claim form and death certificate. When I opened the funeral cover I was not asked for a copy of his id. At the time of the funeral his id book was lost. Now Sanlam wants me to go to home affairs again and ask for his birth certificate and some other form. In my line of work I can't keep taking time off work to go to home affairs. I explained my situation to the consultant who showed complete disregard to my concerns; to summarize Sanlam will keep the money forever.

Is there any place where I can get a listening ear as I think Sanlam wants to bully me to continue to pay for a funereal cover or surrender it while they earn interest on the money. Is this even allowed for a big company to withhold payment in such circumstances.

I'm very worried about how they handle claims as I have a life cover with them. Now with the corona lockdown I can't even do anything.