Poor response for work that are not done

My brother have past away more then a year and since then we have struggled with the claim each and every time we to go in to town just to do enquiry on the claim. We never get feedback and everytime we are there at the municipality the HR lady call and follow-up. The lady that do the claim at the head office never responds on her email and doesn't even answer her phone so I'm tired of just being patient to wait without any feedback or response.