Sanlam/Futurasa worst service and processes

My Mom passed away in July 2021 and since then I have been struggling with the funeral benefit to be paid out, I was dealing with Amanda Schalk, whom I believe is a team leader at sanlam/Futurasa, which is a huge disgrace, as a team leader is suppose to know the processes and help you with ease, but that is not the case, I tried to contact her direct line numerous of times, but with no avail, I also laid a complaint with her manager, but has since heard nothing from that. I eventually contacted TSRF directly which advised me to send it directly to them, which I thought would be the end of my misery, but only to find out, they also need to send it through to sanlam/Futurasa. I don't think it is fair as my Mommy was a paying member for the past 20 years and every week her funeral policy was deducted from her payslip without any problems, but now when it comes to where the company needs to deliver, it seems like it is a hassle for them. I also spoke to a supervisor from TSRF, which said that she has escalated as it is unacceptable, but has not received any feedback from her either, I am frustrated as it feels like seeing that my Mommy is no longer on this earth, she does not matter, but I will speak for her, seeing that she is not here to do it for herself.. I hope someone from sanlam/Futurasa responds to this, because I am frustrated and not fair nor humane at all