Nonsense funeral cover (Two mountain)

Hello I am writing on behalf of my mom. She is complaining about two mountain. She submitted the documents for claim of one family who passed away two weeksback.. She still waiting for her money. Staff in Tzaneen don't even give her feedback about the outcome. She always phone them and they promise to call her back but still they don't call her back. Two mountain is ******* funeral cover ,full of nonsense staff. Staff in Tzaneen they rob old people, they don't treat client in a good manner. Please assist my mom to get her money . She have been paying all along and now some staff says policy lapse some says no is fine. Please assist her to get her money as soon as possible.