Incompetence

I'm assisting my father after 40 years of Service as a Boiler Maker and Fitter&Turner. He submitted a claim a little while ago. Got a call last week that he needs to bring in the original documents himself, as in the same week! What an inconvenience, travelled over 300 km's to get this done. We were insured that the documents will be sent to Head Office and then he will get paid. Only to get a call back today to say they did not receive his proof of address, we will need to come back and re-do the whole documentation, another 300 km's to drive and a whole day of sitting in a bank queue and getting this application ready, have you not heard of email?? Can the person claiming not receive the bank mandate via email, complete and get all documents sorted and post it through to head office directly themselves???? The people working in the call centre are really poorly trained or maybe just don't give a damn? I held for 40 min, got sent from one line to another to finally get through to the person that can advise me, just to be laughed at and line dropped. I just want to know why after all these years of service and payments does he receive such a little amount, surely he should get more? Who can I speak to, please direct me to the correct person