Slow claims process

Ma father passed away and I have submitted claims to Sanlam, to date they have only acknowledged receipt of the claims and no further correspondence. I really think it is unprofessional of a company like Sanlam not to keep you updated on the process.

I know they they will most probably have the same response like other companies and blame covid for the slow response time. There are also other companies who have also experienced the same difficulties but they come back to you. I have submitted a claim to Momentum almost a week after I have submitted the claim to Sanlam and they have already paid out.

I wonder if Sanlam want people to go to the ombudsman or if they just don't want to pay out claims?