Outstanding Claim statement

My mother passed away in May this year and she was a member of Gems. For over 6 months now, Gems has been sending me a claim statement requesting that I send my late mother's documents including update banking details which I did. They have not paid us a cent so far and instead of updating with the process they keep on sending the claim statement over and over again. I wound really appreciate if they could update on the process because its very frustrating.