Death Claim

I went to Foschini Forest Hill Mall last week to close my mom's account. Firstly, I was kept in a shop for a long time because they did not have the claim forms. Then they told me to go, they will email it to me once received from another branch. I had to follow up myself the following day, then it was emailed. I immediately sent it back and they have all the documents. Yesterday, I called Foschini claims just to check if the forms were received and I was told that no they haven't been received. I sent the forms again to claims department and Foschini forest hill. I called Foschini Claims department and iv been cut off 5 times. I just wanted feedback.