Bad service

My father passed away 05 August 2018, my mother along with her children completed documents and it was handed in the 14August 2018 for a claim on the policy my father had with them, today is the 09January 2019, we still don't have feedback about the claim and between the date of submission there was additional paper work that we needed to completed, which was also given to them but still no feedback, you call and the consultant you spoke to is always busy and even the supervisor don't return client's calls.