Seeking reasons to delay and not pay out claim

I am a financial advisor that assisted my client with a maturity claim on her policy. Firstly, we requested information from Sanlam regarding the maturity value of this client. We received the following message from Sanlam: "Kindly note that we have created a values task for the maturity value to be confirmed which will take a period of 5 working days". This information was never provided by Sanlam. We then submitted the Maturity Claim form with the supporting documents. We then received the following information from Sanlam: "Kindly be advised that your request has been sent to the relevant department for assistance, feedback will be provided in 5 working days. ". Only after 8 days, the client received a SMS that she needs to supply her banking details telephonically. This was requested after the stamped bank statement was sent to Sanlam. We phoned the contact center and I advised that the client is not competent in English and that she needs an Afrikaans competent agent to assist her. We were transferred 3 times and we were told that Sanlam can't find her policy on the system. This happened after the policy number was sent per email. Eventually, we gave up and decided to speak English and I will facilitate the client in English. The agent did not want me to translate and demanded the client to speak to her in English, after I specifically requested an agent that can assist the client in Afrikaans. The agent then told us that we will have to wait another 5 days on what further requirements are necessary. This is already double the turn around time that was originally communicated. The client stays in a rural area and it is difficult for her to get to facilities to comply with all the requirements from Sanlam. In my opinion, it seems that Sanlam is seeking excuses not to pay out the client's maturity claim.