Bad and poor service ????????

I am very disappointed and not satisfied about old mutual service my mom registered a claim on the 8th of August up until this day she hasn't received anything from old mutual except the massage that was advising the forms she submitted were not filled on section 8 of which we I assisted her getting that section complete.This morning again she's receiving a message saying something section are not filled so I'm failing to understand why were they not mentioning all the the sections at once. I would like to be given clear understanding of what is going on and be informed if my mother will be able to claim this is disappointing because it's her 1st claim but thing's are not looking good mybe she must just cancel this policy since y'all are failing her.