No Group Life Insurance Payout (Pathetic Service)

My Mother worked for SG Boksburg where she took out a group life insurance policy. So when she passed this policy was spouse to pay out to me and my sister its been just over a year since her passing and no fund have been received every time it's we need documentation when the documentation that is been requested is supplied then its a month of no communication when asked only then they come back with no we need more documentation then we go through the same prosses again and then again then again every time sill to this day the same prosses is continuing what are we to do I mean is this prosses just to continue and continue and the policy just never to payout. The level of incompetence is just unexpectable it is pathetic.