Horrible Momentum service

I submitted a claim on the 28 of August 2018, I did not receive any acknowledgement that my claim is received, on the 11 September 2018 I sent an email checking the progress of the claim since the claims department did not bother to update me, on the 12 September 2018 I got unprofessional written email from Felicia telling of outstanding documents, she did not bother to call me, I rep**** via email on the same day however she has not bothered herself once again to call me, Momentum is requesting annual income form my dad who passed away 19 years ago when I was 10 years old, how on earth am I going to get that, When I ask Felicia she ignores my email. This is horrible customer service at it best ,