Shoddy service or no service at all

Dont know whether am coming or going. I dont get any swift response. I have to keep calling in to find out if there are any updates to my claim for my late husband. I even ask the guy, "how come for such a reputable company i get such shoddy service?" Its been almost two months going onto three, kindly update me, are all the documents in order?I understand that the payout can take 6 - 12 months but like this it can take years