Unclaimed death claims

My father died almost 13 years ago, we were contacted by Lorraine Roos-Smith, from UBMV pension fund, email address: ***, we will out the forms and were advised the claim has been approved by them but now they ( Sanlam) says there is still information outstanding. This is very frustrating, and also we do not know why we filled in forms, reference number 117TV891 or policy number, ID ******- unclaimed death claims, deceased name will be provided on contact ***. Please. I need help from someone who knows what they doing, I am not irate at all, just needed to find a different loop hole.