Shocking service

It has been almost 16 months since my fiancé passed away. I have been calling every second week to follow up on this claim. Every time I get told that you are waiting for documents from the deceased sister and every time I explain that his sister had till the 8th of April to submit all the relevant documentation proving financial dependence. She was unable to do this as she was never financially dependent on Christo so this is delaying the whole process. I have submitted all my documents proving financial dependency. Bottom line, the monies in the policy cannot just lay dormant when I have proved financial dependency and the sister is unable to. Please may I have feedback regarding this matter.