Tedious claims process

My father had a policy with AIG through standard bank since 2011. He was ******ed in December 2015 . a cla was submitted and we were requested for a lot of documents including a post mortem report which was available 2 months after his death. I gave them all the documents and I had to BC the one calling AIG to confirm if all docents have been received. I was told that there is no specific turn around time, one consultant even mentioned that it may take up to a year. Noe this policy is supposed to settle my fathers home loan which has not been paid since his death. Working in the claims department myself, I find it hard to understand what is taking so long as the contact details of the investigating officer have been provided for further investigation. Is this the loyalty AIG is now giving to beneficiaries of a client who has been so faithful and loyal to them. Its hard enough having to accept the brutal loss of a father but also having to face the possibility of loosing a home whereas our father made provisions for times like these. I am utterly disappointed at the lack of urgency and the \so what\" attodltude we have received from AIG"