Sanlam unpaid funeral claims

I have policy with Sanlam (Sanlam group risk)and happen one of my beloved passed on who was part of the people I covered, Then the upon getting death certificate we made a claim on the 23 November 2023 and they didn’t respond or give a feedback on my claim. Then on my return to work I enquired with local HR department on my claim they made a follow up on the 13 December 2023 where Sanlam responded with the email that the acknowledgment of receipt of funeral claim and supporting documents,then add by saying I should provide them with extended family funeral application form, to which in our company wen we completed the form we didn’t have that form

Then January passed without any progressive feedback on my funeral claim payout then we on February 2024. Still Sanlam hasn’t provided me with constructive feedback or payout my claim

It’s been frustrating that we pay premiums then wen it’s time to claim we taken from pillar to post

I need this to be resolved and get my claim paid

If there is any ***** on this matter then Sanlam should assist me in going legal route if someone had changed beneficiaries details and claim without me and my family knowledge Sanlam is not being transparent