NO Feedback

I have put a claim in on my late father in law - that passed away 2 months ago - I contacted Hollard claim department to start the claim process - I was notified that there is documentation is needed and it was send. 3 days later I was notified that they need the claimants certified ID copy, it was send to them the same day. next day phoned again and was notified that they need a bank statement of the claimant confirming bank details - letter from the bank was send through. I struggled for a week to get an answer that the documents was received after sending the documents 5 times. now that all the documents was received they tell me the system has a problem when they put in the bank details of the claimant, and they want either a bank statement or new banking details accompanied by an affidavit stating that the bank account is in my name. according to their system the person working with the claim send correspondence to my cell phone via sms but nothing was received. still waiting for the supervisor of the claim department to phone back.