Unnecessary delay and no response.

For the past 4/5 months now I've been trying to claim an educational policy which was made by my later mother with my sibling and I as beneficiaries. I first went to the sanlam offices in Nelspruit and I then had to call the channel life offices to find out which documents I'll need for the claim as well as the Claimant form. Since February, I sent the necessary documents, and they calling and changing their story regarding the documents I should send. In March I spoke to a lady from channel life offices, I explained to her that we don't have my mother's ID because she has been late for 11 years now but we have a death certificate. The lady then emailed me a detailed list of the necessary documents documents that I should send together with the Claimant form. I have sent every document needed about 6/7 times now and they always come to me and insist on an ID (which we don't have) and tell us they will escalate the matter to the relevant department but never return to me. I'm unable to settle me tuition because of Channel life and their unnecessary inconvenience!