Insurance is a ****

My dad passed away 3 months ago ,and had a vehicle financed by Wesbank ,which had a life credit ,which we have been trying to process a claim for ,with no luck. We started the process two months ago and each time ,we have to follow up and when we do follow up nothing has been processed on the claim because there is some other documentation missing ,but we have sent all the documentations required , what is frustrating is the run around we are being made to do , when insurance should just be honest with s if they don't intend on paying out ,so we can make alternative plans , instead this claim is being dragged and in the process we must pay a monthly installment for the vehicle ,when insurance should have paid out.