The Worst claiming process!!!!

Good day,
My parents have still not heard back from AVBOB. This claim is 5 days short of reaching a month of processing.

Good day, This run around is really so frustrating. I called in and spoke to Esther, after holding for a while for the second time the line cut. I called back again and the line was cut again. According to Esther, they waiting for my father's banking details, to which I advised that my father is an almost 70 year old retired man, and does not have an active bank account, because we transfer money into the account you have on file for this debit to run.
My mum has been nominated as the beneficiary, of which the nomination form has also been sent. As well as her bank statements. As previously noted, I have sent 20 documents and it still doesn't seem as though all documents have been assessed thoroughly. This situation is already so difficult and stressful and this claiming process really is not helping. Its almost a month worth of back and forth with AVBOB. I have ensure to submit all documents required.. I even added additional documents to avoid a back and forth, but that has proven pointless. My parents have asked me to assist them with this claiming process for 1- they are old and 2- not computer savvy. Once this claiming process is complete, I will either transfer the policy to myself or cancel completely, because this first claiming process was the absolute worst. I would not want to deal with this frustration again.