Zero client service

My mother sadly passed away on 25 February 2021. In going through her personal documents, and through consultation with the administrators of her pension fund, we started the process to claim from her SANLAM Group Insurance. We were initially referred to the National Fund for Municipal Workers. They requested certain documents to proceed with the claim by the beneficiaries. Below is the sequence of events since I submitted my claim on 6 May 2021 to date: 6 May 2021 - Submit my claim for benefits to NFMW. 8 May 2021 - Submit all documents required, Letter of Executorship outstanding Various follow ups with NFMW on 20 May, 20 June and 18 July 18 July 2021 - Finally received letter of Executorship and submitted to NFMW. 29 July 2021 - Follow up with NFMW and referred to LvD at SANLAM 29 July 2021 - Email to LvD to follow up a claim submitted by NFMW 30 July 2021 - LvD forwards my email to sgrdeathclaims (SANLAM) and SM (SC) with the note that they are dealing with the claim. 4 August 2021 - Send follow up to sgrdeathclaims (SANLAM) and SM (SC) requesting feedback. 6 August 2021 - Receive an automated reply that I will receive feedback. 12 August 2021 - Send follow up to sgrdeathclaims (SANLAM) and SM (SC) requesting feedback. 12 August 2021 - Receive an automated reply that I will receive feedback. 12 August 2021 – Receive a reply from SM (SC) “we are processing the claim, once finalized I will let you know.” 12 August 2021 – Email to SM (SC) – “I still have no idea as to the progress of the claim, what the time scale is, legal/tax aspects, possible payment date. 18 August 2021 - Send follow up to sgrdeathclaims (SANLAM) and SM (SC) requesting feedback. 18 August 2021 - Receive an automated reply that I will receive feedback. Is it so difficult to give feedback to clients? Being a pensioner myself, financial planning is important, especially in these economic trying times. The question now arises, is this the way SANLAM conducts business?