MIBFA: Shocking service provider

My father passed away on 25th March 2020 and, to date, my mom has still not received his pension which he took out for her, believing this to be a credible pension fund provider. We have sent numerous emails and personally visited their offices which are in the worst part of town (totally unsafe for the frail and elderly) and filled in the forms personally and signed them. We followed up with emails and phone calls and are not even treated with the basic courtesy of a response. My mom is desperate and I am beyond frustrated at the shocking lack of response and poor service levels. I have to wonder, with her age as a factor, if they are waiting to see if she too passes away while they take their time so they end up not having to pay out the funds. My advice - Pick a pension fund provider who is reputable and reliable instead and save your loved ones the added stress and burden that MIBFA will impose on them after you have gone.