Appalling service - Endless frustration trying to avoid settlement of claims

The organisation seems to purposefully frustrate customers to avoid paying claims. Every submission of documents is followed by further requests. One remains stuck in a circle, with no progress in site. It has taken 6 weeks of back and forth e-mails to get back to the start, with extremely slow response rates and no comprehensive communication. One would expect that an organisation that deals with medical claims on a daily basis would be able to process complicated claims for extended periods. As one is grieving, it seems that this process should be made as easy and comforting as possible. Kaelo Xelus is clearly going for the other route, frustrate the customer until they give in and no claims has to be paid. Appalling service.