death claim

My dad passed away 25 Nov 2014 he had an account with Exact for more than 17 years and insuranceinsurance or club that cover him in case something happen.We phone Exact they told us to bring in documents and that my mother also had to complete a claim form with them which was done in middle Dec 2014.Every time when we went to the store to enquire was another story that they claim not to receive the documents.We took the documents hundreds of times which was faxed through even from other Fax's masjiens but no respond from them.Instead they will phone very rude telling my mom that she must better come pay the account and keep sending statements and letters of documents outstanding which was taken time and time to them.I sincerely hope that you will be able to assist my mother as she is a pensioner and don't no what to do anymore.<br> <br> The account no is : ***<br> EL W Howard<br> I'd no : ***