they never pay when its their turn to but will take your premiums every month

My mother passed away on the 02june2017.she was a pensioner and only had an income of 1600 of which she after knowing the hard life we went through and with me her only child having a severe eye condition wanted to take out life cover,she went to an fnb branch at the time and they advised us that sanlam is in their branches offering life cover as they do not offer it at the moment.so we signed on with the broker we advised him of her epilypsy and due to that the premium was a little higher.we have been paying the premiums in full frm the start date september 2012 until the last month when she passed away. Now when its time to make the claim they have offered the most pathetic service.the broker that signed us up does not work there anymore and my mother was treated at a government hospital and they misplaced the file.they are not even contacting me to assist me in anyway.i have to keep phoning and im kept on hold. Ive had other policies and only sanlam seems to offer this pathetic services.im taking this matter up with the daily news i have also met at least 12 people in the sanlam offices whilst running up and down to sort my problem out,who have similar complaints against sanlam regarding the claiming process.if u are in the same situation please contact or watsapp me on ********** 013 we have a heavier compaint againt sanlam.the saddest part of my story is that my mother deprived herself so much that she hardly even ate good food just to keep that money to pay her premiums and this is the service we receive.had i known sanlam was such a pathetic company i would of rather her eat her good food than pay these premiums.we lived house to house growing up and this woman deprived herself so much that when she dies we buy a small house so that nobody can ever take advantage of us.we put our trust in this company and its so sad i cannot fullfill her dieing wishes.i feel so suicidal knowing that she ate the cheapest of food to try n rest in peace knowing she helped me gt a shelter and yt sanlam is not playing their part. If that hospital lost her file .were did we the paying customer go wrong.