2 years waiting for claim payment

I’m not happy with the customer service, I submitted a claim for my late father in June 2020 for his pension fund, I sent all the outstanding documents and they acknowledge documents received and still the claim have not been paid , I sent many emails and contacted the call centre many times, every time I called or sent email the response was “ the claim was sent for assessment “

Surely it doesn’t take years to assess the claim and there is no proper communication as to how far and whats the hold up. This is the worse service that I have received from the Financial service institution 😡