poor service

Im very disappointed with your service. My mother passed in July 2015 and we sent a claim in August 2015 but up to this day there is no payment made. Everytime I call im told the claim is still with the trustees but im not given a specific date when the trustees will finalise the claim. Im currently a student at university but i wont be able to register this year due to non payment of fees i couldnt even get my results. Please contact me asap.