Elderly clients getting empty promises from Miway

My 69 year old mother had a claim and everything was submitted, she even filled the Form that required her banking details so that Miway can pay her claim. It's been weeks since she has been waiting for her claim money, she even took the liberty of calling Miway but they keep on saying they want to check what went wrong and promise to call her back, till today after 3 calls she made, no one from Miway called back. Is this the service that Miway's elderly clients will receive or they just taking advantage that she is old and she doesn't have any knowledge about insurance?