terrible service

the service im getting from A.F is pathetic. in the middle of them finally processing a claim, the woman assisting stops responding to emails or phone calls. contact the client services department and also emailed them and still no response. the claim was supposed to be processed the 03-10-2018 if the trust letters weren't signed, yet trust letters were signed and mailed directly to the person who is supposed to be assisting but no feedback is given. when asked for a turnaround time no response is received, yet they inform you that should you wish for things to be processed sooner you need to send a letter of request. I've done this too. Nothing. this company is pathetic when it comes to processing claims and providing feedback of any sort