Frustrated

My mum passed on the 27 June 2020. She had a bond insurance with nedlife/ Nedbank. I phoned the 6 July to inform them and they then sent me forms to fill and told Wich documents to send back with these forms..I sent it the 7 July 2020... Having not heard anything from them I phoned the 13 July I was told they have not received it ..I resent as they told me the 16 July I phoned again ....and guess what they did not receive it again ..same process but this time I was given another email address. I phoned couple days later after trying my luck at a Nedbank branch I was given a toll free number and told to ask to speak to a team leader I phoned and was told that he is not available but they would give him the message...he never called I still have his name. I phoned again and a very lovely lady heard my plea and she said she will try her utmost to get this sorted .... I sent my email forms and all directly to her she would make sure it gets to the correct people.....I phoned today to check up on this( our house needs to get paid it's month end) I was told yes they received it but can't say whats happening .....he said he would have someone call me and tell me how far this process is....and again...no one called...so I'm Sooo frustrated Soooo upset. Incompetence to say the least in our difficult time