over promised and under delivering

This is just to express the lack of service and communication by discovery life. My mom submitted a claim in September, to date she has not received any feedback or even communication with a status. I have without fail called every 2nd day to query the status and without fail, I get the same response 'the claim is in progress'. A month passed to be told that the documents were incorrect, we then submit the correct documents as per their request another month passed, we told that they need her certified id, we sent that a week has passed and again the claim is in progress. The frustrating thing is that we call on the regular, to be told that all docs are fine and received and claim is in progress and a month later they decide that they need something else. Moreover, they don't communicate or let alone send correspondence with a status or request of any documents. When you taking out a policy and submit a claim, they said that they have 24 hours to acknowledge and 3-5 working days to give feedback, am sure how many more days need to pass before we get feedback or even acknowledgement, THIS IS REALLY DISSAPOINTING for a company, that 'takes pride in its service excellence'.