Disgusting service

I am so frustrated with these people My brother was fatal shot dead 1 year ago, a claim was submitted on behalf of the beneficiaries which are younger than 18 and cannot claim themselves, it is now a year later and they still require documents which was sent to them numerous times, In June this year it was advised that all documents are there and that the claim will be sent to the board... No response until I called today, only to be told that it was rejected again for the police report which was sent numerous times and also an affidavit that states the kids were financially dependent on him They never ever previously asked for this He paid each month this fund now when it comes to pay out they have a these requirements which was sent, how long do the kids still have to wait for their monies, he took care of them and how are they supposed to go on like this, I am shocked and utterly disgusted with your pathetic service how do I get hold of the board members or even management Why can't this just be approved so that the kids can have a better life