Unpleasant claim

Hi I'd like to share my sadness regarding the claim that was made in January 2019 as per late mother ID NUMBER *** Pension number ***1..as i have been doing a follow-up regarding a claim which im being told one and the very same story that it still with the Payments section.I was wondering how long does it takes for a claim to be successful because even your consultants are also confused of what is going on. Please try to get back to me ASAP.