Poor service from Fairheads

My mum turns 80 years this year. Her claim with Fairhead's has gone on for more than a year now with her having to go into SARS, the post office, the High court, etc. to verify documents. Each time there appears to be a new issue. These back and forth trips have been at the risk of her health and have been during the pandemic. Still, no call from the manager as was requested via email. I cannot understand what the delay is, as all documents have been sent through. Reading the reviews here I note that I am NOT the only one with this challenge.