Payout for my late father taking more than 2 years

It is taking MIBFA more than 2 years to pay out the money that my poor mother desperately need so that she may take her last born to University. November 2012 my mother completed all the necessary documents that were required by the fund in order to process her claim but one year and nine months later she was told that she need a certain letter in order for her claim to be processed. August 2014 she submitted every document required by the fund and now all they can say is that her claim will be paid out she must just call every month to find out the status of her claim and mind you the call takes more than 30 minutes while on hold and my poor mother is not working.