Poor Claims Service

My Mother logged a claim with Santam 27/09/23 due to the damages in the Western Cape. Claims were approved and paid out. All sounds good. Here is what actually happened. 26 August 2023 my Father passed away; I assisted my mother to get a Broker to assist her with her insurance going forward and change her banking details from my Dad’s to my Mothers account. The new corrected account was send to Santam by the broker on 5 September 2023 and confirmation was received. Claim got processed and paid out, but it got paid out into my late fathers account which is now part of the estate and obviously frozen And we have no access to that money. In the mean time I have paid all the damages out of my own account knowing The claim will be processed and paid out. We have taken this up with Sheryl Ngxangane at Santam, I have asked for supporting Documentation that she is referring to, I have asked for senior management to phone me, and all my request are being Ignored. She is dealing with a recently widowed woman who is still trying to find her feet a mere month after the Passing of her husband, and she is being treated like she is in the wrong. According to my knowledge it is ***** to take money from account “A” for the instalments, but if there is a claim, the Money gets paid into a random persons account namely account “B” Santam does not want to take accountability and leaving it up to us to sort out. They are not even coming back to the broker after the broker provided them with all the proof that the mistake was made by Santam and not my Mother. Still they do not take responsibility and in a time like this we can not afford for my mom to stress like this, seeing that financially she suffered a loss due to the storms and I’m looking after her financially until everything is sorted. How must I go about to look after my family now that Santam is not taking responsibility for their actions.