Unpaid claim

I am very disappointed on how Sanlam handles their reviews, yesterday I wrote and the only help I could get was them telling me the amount of money is in there which is something we know and what's frustrating is that we made a claim February but yesterday we were told the claim was make on the 3rd of this month. What I need right now is the date on which the money will be released . The deceased left the money for the kids who lost their mother for a better living but sanlam makes it very difficult for these kids .these kids need this money and now it's been long overdue.all we need right now is when are they getting their money.