Mickey mouse operation

Am applaud by the I competent service received.I submitted all required documents for global educational claim for my two sons in February I submitted all the required documents. But 5months later am getting email for outstanding documents. The last call I received was recorded by the agent she confirmed that all documents have been received and has finalized the claim. I will recieve proof of payments on. Email. I must say my partner is turning in his grave as he took out this policy so that I don't have stress. However the school fees account has now been handed over. To lawyers due to non payment