Bad service

My mother in law has a hospital pay out policy with Hollard that pays a certain amount out per day that the policyholder is in hospital. we've been sending multiple emails with claim forms to ***, we received a response a few months ago with claim forms. But after sending through the documents we hear nothing back, even after following up. I don't have any Hollard products, but after this terrible experience, I would not recommend working with Hollard. I was considering switching to Naked, but after this I will avoid using Hollard and its affiliated products