Bad service

So on the 16the of Feb I have submitted a death claim... They told me it will take 10 working days,but because it was a ****** it may take a few days longer which I understand completely. But when I called the claims department myself 2 weeks ago,the guy told me everything is in order,they must just make the payment,if the payment is not in the bank on the Friday(I phoned them the Wednesday) I must phone again,which I did,just to hear all of a sudden there is a note on the system saying there is one page missing,so I have asked the financial advisor to send it again and which he did. On the Monday when I phoned(twice)I was kept on the line for how long with no answer. Yesterday when I called them again,they told me the claim is only now at the Admin Administrator to be escalated and that can take to 5 working days and after that they will email the financial advisor to say if they will payout or if there is anything else they need still. But if they don't send an email we must phone them again.... Now my question,how long does this take ? Why does it take so long ???? I mean,every month they have deducted the premium and never had to ask for a payment,but now there is issues when you want a payout....