Unpaid insurance

My granny had an insurance with safrican take from work and she had paid her cover upront and they told her that when she passes awy her beneficiary should claim however that was not the story we found when she passed on they told us that Al**** publishing had moved its employees from the insurance and Al**** told us to claim from Safrican till today we have never got the pay out when i went to rosebank their offices the had moved