Death benefit claim process made difficult

My father passed away a week before his 92nd birthday. I am trying to assist my mother with the claim of his death benefit and the level of service so far was shocking. Firstly, when you scan more than one document to claims@3sixty they don't receive the email and there is no notification that they haven't received it. Then I received notification from another claimant that was sent to me by mistake. Eventually, a friendly person named Beauty assist me yesterday to re-submit the documents again. Now I received an SMS that the claim has been processed and I need to submit a Union Life claim form. I don't know Union Life and there is no indication given where I should get the form from. I made three phone calls and every time the call is ended while I am holding. I get the impression that the claims process is made difficult on purpose.