Is Miway really your way?????

Firstly I would like to say how disgusted I am with the service I have received from MiWay. I lost my husband in Oct last year who has a policy with Miway. After his passing I lodge a claim on his life policy on the 4th of November 2019 my supporting documents was retrieved on the 26 Nov it is now February 2020 and all I get is a we working on the claim and will get feedback every Friday which has not happened, and now I’m advised that they require documents from another hospital which is another issue on its own. I had to follow up on more than 1 occasion in December when I enquired about the status of my claim I was advised that the whole claims department was on leave and that the lady Veronica who is assisting on my claim was the only who can access my claim and she is on leave for the remainder of the month. This I find utterly appalling as this is the fist time in my life where I hear a company as big as Miway has 2 claim assessors. I sent a complaint on Friday to the company where I was advised once again that the lady Veronica who was busy with the claim is again on leave and I will get feedback on Friday once again. I have had it with this process I am at a point where I am willing to go to the ombudsman as I have things to take care off that my husband left behind.

Should I not get feedback regarding the outcome of this claim by end of business today I will officially lodge a complaint with the ombudsman.