Poor service

In July I submitted a maternity claim and was told that I should wait for 35days and my money will be paid, 35 days has passed and nothing has happened so I went back to the office and check and surprisingly I was told that my documents were only captured and not scanned and when I asked them to scan they said they are lost, how can documents be lost and now they saying I must complete forms again. This is totally unacceptable, how many 35 days must I count.