Unhelpful And Unprofesional

Our Family's father recently passed away we submitted forms that indicated how we (children/mother) would like to receive the death benefits. After our mother submitted the forms at the Thohoyandou branch, we learned that the branch manager - Mr Mudzunga had not understood what we required and did not seem interested in helping us. Our mother also is not well learned to understand the documents she was submitting. I met him with my mother and he indicated that the policy payout is monthly and cannot be changed. Also, my mother is now the owner of the policy, not a dependant.

However, I tried to explain the situation to learn how this came to be and he was not interested in talking about it and he told me I don't have any say as I'm not the policy holder. He also didn't want to talk or look at the emails my brother had been sending him for the last 2 months. We also wanted to know all the information that he was saying and where it is contained as is standard for any policy. According to Sanlam policy, the policy benefit payable at death can be paid as a lump sum, or it can be used to provide regular pension payments to the dependants.

I asked for the copy of forms we submitted at his office, he said we must ask them from head office. My sister said she called him before, and he was saying the same thing about the policy being unchangeable, but he then later understood her, but in order to assist us he told her we must come to the branch in person. But when I got there his demeanor was quite unprofessional and uninterested in assisting us which is puzzling as we are the clients. This needs to be resolved quick because we're in need of the funds to attend some family needs.