All Life turned my mother's trust into a joke

My mother our a Life Cover from All Life and it is turning into a big mistake. Firstly they told me they needed my mother's medical history which took three months to get because I was the one chasing after the hospital even though that their role as they had to pay for the hospital to hospital to release the report. Secondly, after finally getting the report, they told the process will take 2 to 8 weeks. It's now over a month that 8 weeks ended and no one even bothers to update or notify me of delays. I am just told " there's nothing they can do, I must just wait". My thing is why commit to a timeline if you know it is not true?? I am very disappointed by the lack of professionalism and empathy for their grieving customers who trusted them with their business.