Time taken to submit documents - Delaying tactic by IUA

I submitted my claim on the 7th of June 2019, I then called IUA to find out if they had all the documentation, I was informed that they were still waiting for my documents but then when I referred them to my email and date, the consultant was able to locate my documents. What is the point then of asking clients to send documents to an email and it is not being checked. I called today and was told by Musa ( who was quite lovely) that there is one document missing that needs to come from Dial Direct but they have access to them as they are their underwriters. This is just a delay tactic not to submit. Judging from the reviews I am not surprised and will not be surprised by the outcome either. I must say this is such incompetence and lets see what other excuse will I be given next