IMAS - not paying out money owed

So, my 82 year old mother-in-law is trying to get a small amount from IMAS after my father-in-law worked for the then ISCOR and they were entitled to use IMAS. My father-in-law passed away in 2018. Since then she has been send back and forth by IMAS to get money that her husband left to her. After sooooo many stuggles, she finally now has a letter of authority to say that the money is hers. It was after all her husband??? She gave ALL the documentation to IMAS- death certificate, marriage certificate, bank statements— everything. This has been going on for 5 years now. Now they also told her that they lost all her documentation. REALLY? IMAS- get your act together-82 year old lady struggling for 5 years now to get HER money!