Head office dealing with their own employees estates money

Why should they take so long to sort or one of their own previous workers estate funds. My mother passed away about a year ago. And since i can remember she has been working at click for almost 2 decades. But why would they treat their own employees with such delay. My sibings and i have been cooperating with them the best we could and after every 3 month the asking for the same papers we submitted already, its like theyre trying to delay the whole process of helping us out.now we eventually have to waste money driving up and down renewing paper and getting documents we already submitted. If it is our fault then I apologise,but we did everything we were told to do and get but the wait cant go on like this.