Service standards

My wife passed away on 14/01/2021 and despite submitting all requested documents, the claim still has not been paid. I followed up on at least four occasions on their internal complaints procedure, to absolutely no avail. This process seems to be a joke as the can just gets kicked down the road. I have phoned a number of times and everybody offer apologies but nobody explain reasons for the delay despite having received e-mails to the effect that payment would be processed within 3 - 5 working days. It seems as if Momentum cannot stick to their own timelines either as their acknowledgement of any electronic correspondence states that if you do not receive a response within 48 hours, you can call them for assistance. This is lip service and merely passing the buck. As a financial advisor myself, I would hate to put my clients through this kind of experience.