Claim with excuses

By far this is the worst funeral policy I have ever had to work with and as for that chriselda lady the rudest I have spoken to the whole day, do these people even know what they are doing? I have submitted my mom's policy and instead of them requesting all of the documents at the same time it's as if they are looking for a reason not to pay out. The day you feel like paying out you will let me know as for me you will not getting a call from me thanks for nothing