Poor service from claims departments and assessors

Metropolitan does not take care of their clients, my mom submitted forms on the 3rd of Jan and still haven't got the money and been sent from pillar to post. no this is not on. we completed all the forms and now they still sending us back and forth. we submitted the hospital bill which has all the details, we have submitted the CMA by the doctor and now thy need more forms form the doctor same form. Does metropolitan know that we pay for these doctors to sign the forms. the said part with these assessors, they don't even communicate with their clients you must be on their necks every sec of a minute.