Delaying tactics

Hi my mother and I have been clients with clientele for years. Three works ago my mother app**** for an ecashment on her policy because of the urgency and need of that money. All the documents clientele asked for was faxed/ emailed to them. Then there was a query about the way the authority letter had been written, that was rectified and mind you they took their time to even let us know there was something wrong. Now yesterday they send another text requesting banking details of old account and they say it's for verification. This is really frustrating had they knew they needed that, why didn't they mention it at the beginning of the application. This is really sickening, I have been waisting my airtime calling every week checking the progress only to find there is another problem yet I have submitted everything that was required. The money is to be use for medical emergency and now we keep on postponing with the hospital because clientele is unable to do the work efficiently. The treatment is appaulling and frankly disqusting. How many more excuses are we to get from them before mom gets her money??