Waiting Months for payouts

I have been a loyal Sanlam life client for the past 30 years, but now they are really disappointing me. 4 Months ago I sent in a application for payout of my funds I keep getting delays, every month there is a different story to why my policy is not getting payed out. I have sent my application in multiple times I have tried to contact Sanlam with no luck. Each time they say the matter will be handled by this date but once the date comes by, it suddenly changes to the next month and covid is used as a excuse. If this matter is not resolved before the end of this month I will be forced to take this matter to Ombudsman for Long-Term Insurance.