How long does it take to get a dead persons file

From the beginning of this year we app**** for a disabilty pay out for my dad from his Insurance.We sent through all the required documents from our side and they requested his medical file from Addington Hospital.Payment was made to the hospital by the insurance company.My dad passed away in April 21st and have not received his disabilty payout.We then app**** for his death payout because we are his beneficiaries.All documents have been handed to them and everytime i call they say that they are waiting for his file from Addington Hospital.My question is does it take 6 Months to get a patients file?I have made numerous calls to the hospital and they do have the file but surprisingly when the insurance people call they say they cannot get through.When you take up an insurance they make it seem so easy in the event of someone passing away,but when that person is gone you have to make a 1000 phone calls and still get the same answer \WE ARE TRYING TO GET A HOLD OF THE HOSPITAL"and \""WE WILL GET BACK TO YOU\"" but i have to keep calling in. """