No Settlement

Good day, my sister in law passed away due to MVA in 2013, she had Life cover with Momentum Policy no ***, she had a minor son as beneficiary, she had a funeral cover as part of the policy amount R55K. we have put in a claim and we given list of documents to submit, each time we submit docs they will state a new document as outstanding, its been 2 and half years and still the claim is not processed. Mother in law incurred debts as results of funeral costs, and now people are threatening her life as she cannot afford to pay them back as the insurance claim has not been processed. Lack of communication therefore from Momentum side to say when will the settle or if they do not settle why. What is the best route to take in getting feed back from this company. I have previously spoken to consultant who was very rude and could not explain to me why the claim is not being processed and said i am not a Dr so she cant explain to me why and which form must be completed. i told her its because mother in law is an older person and therefore she needs all the assistance. Please can someone assist if you had similar problem