Pathetic clients response service

A claim were loaded for retirement policy, more than two weeks later they rep****. I sent proof of that we are immigrating to Canada. As per their response it takes 2 working day's for them to respond back. A week past and i called them, the response were the representive will get back to me asap.. another week later finally a response with some new issues why they can't pay out etc.. so i rep**** and told them i am flying in less than a week. Will i have to wait another 2 weeks for response ? So people, client aftersales service are pathetic, fast to take the money and sell you a policy. So be carefull and rather choose a diffrent company.