Discovery failed

Poor service. I am writing this on behalf of my brother. Recently his wife passed away about 4 months ago. She left him a life life insurance policy. He then set about to claim from Discovery. Then his trouble started. After completing All documents and submitting them he ran into a run about. Upon the first submission Discovery failed to tell him that this type of policy could take up to one year. In fact he was told with in 14 working days. Its been 3 months now and he had to re submit his claim documents on numerous occasions. Been told the same thing. Yesterday He called the Call Centre again and spoke to a consultant again. The payout has been approved and they are waiting on a second signature. When he told them this is unacceptable and should find out from the payout department whrn this will happen he got the following answere. They Might sign it the Friday afternoon. 2020/10/09. He has been battling long now for rhis payment and has run into financial difficulties. I have never come across such poor services. And been given the run around from such a company. Pathetic Please help.