STALLING CLAIM PAYOUT

As expected, Sanlam is stalling payout of my claim alleging they want proof that i have been paying my premium from October 24 to date. in the meanwhile, my premium get's paid directly from HR. All of this i find out when following out on the claim, no audacity to even give me call and let me know. All I'm told is an sms was sent to me, when in actual fact the sms i received was that the claim would be reviewed in 4hrs. I have to bury my brother this weekend and thus far it doesn't look like I'm gone be paid out.