Deceased account

Good day, my uncle is currently the estate for my aunts estate as her brother and all the documents required when closing a deceased account and making a claim is submitted but there isnt any payout and when making an enquiry he is told he will be inform of the outcome and then other times he is told to come with all the documents he originally submitted to get info...how come cause he can validate his claim with the deceased id and his info,please help him