Life Cover

I lodged a claim of my late mother on the 23rd of October 2015, and sent the documents as requested , later on they emailed and said the ID copies were not clear, of which i sent through the cleared ones and everything was sent through and finilised on the 27th of November 2016 Since January I have been following up until today. The response I get is that they still working on the claim and its in the final stage ,the claims assessor by the name of Felicity Issacs promised to call me of which they did but all she said is that she is still working on the claim like they normally say , Up to this day its still unclear as to what's happening with my Mom's claim, they still passing the buck . From the 27/November/2016 up until this very moment nearly 3 months have elapsed, nothing has been said to us,they not even considerate that the is a minor who needs to go to school and an old lady who was dependent on my mother