Beware of unnecessarily drawn out claims processes

For months it's been back and forth trying to get a death claim sorted. Instead of telling us what we need up front it gets told bit by bit. Fast forward to now, we requested an update and on Wednesday 4 December 08:52 we were told it's with the authorisation department who has 3 days to authorise and release the payment. 3 days has long past, yet it still hasn't been paid out. Customer service is of no help as they don't respond to emails and don't answer the phone.