Empty promises

My late father had a life policy with Momentum and everytime when we call to ask for a progress we being asked for personal supporting documentation such as payslips and bank statements BUT we clearly decleared we want nothing to do with the money as our Mother is still alive ....we also must explain our level of independence in this regard My shock of my life was when I was told that the money is still being raised at Forex and we will should expect a payout after 12 months or so .............is that even right ? Do we always have to call for progress and being asked and told such things ?