They never reply

I have been trying to submit a claim with 1life since last year and there have lack of communication from their side, from sending me the forms to answering my queries regarding. finally i got the forms done and submitted everything that the told me to submit on the 2nd of May 2018 and have been waiting for a response i sent an email in July the 4th to ********** and ********** to find out how far they are and I never got any response. I sent another query on the 7th August and a guy by the name of Mark Diedericks responded telling me that there were missing documents and I rep**** back asking when were they going to tell me should i have not queried and also gave them the document they required and my sisters number because they needed a form from her of which they said she doesn't have to fill it in one of us(beneficiaries) can fill in that form, from then I never got any response no acknowledgement of whether they have received the correct documents or what. 1life is prolonging this process unnecessarily and the way their customer service sucks because they don't respond and I cant keep on calling and being on hold for long with them. Its like if they don't have answers then they keep quiet and ignore my queries, all I am asking from them is for the to finalize the claim and if its approve I get my share of the funds and they can the rest for the other beneficiaries until they submit whatever is required from.