Disappointed customer

A Client since 2011 @ Western National Insurance & Kaelo Risk Pty Ltd. and really disappointed. Really Struggling with communication etc. Only started to communicate with them in 2020 due to changes in my husbands medical condition and its a real challenge. Keeps on requesting documents I've already submitted and then I resubmit the same documents again and again. Just delaying the process. Getting loads of don't respond emails with no real progress. Nobody ever engage with you accept on email. Would like to understand the intent.