Alexender Forbes not giving me anweers also promises to call but never call

The response l got from Alexnder Forbes didn't answer me. l has sent email to the lady who phoned me after l send on Hellopeter. This was after she told me that the percentage of the kids was 46/54 . I then send her questions as follows. 1 They sent me a reference number same as the one l phoned them using but they told me no claim had that reference number. 2 why is it changing from 50/50 which we signed for and changing but having same reference number. M***2 3 Why the claim records from HR was showing 50/50 what changed it now 4 Was that signed by the late mother if so can l have records and be send to me. She promised to call the following morning with answers that was on the 13/06/2023 but no call was put to me. Even the first questions was not answered .Which was when are they paying and how long does it take for them to pay. What caused the delay to almost 4 years. Can l get answers and in writing?