Death Claim

We have submitted a Death claim on the 15th of September 2022. We have been phoning religiously 2 times a week to hear how far they are with the claim, is there any other documents needed etc. you speak to a different person every time one knowing less than the other, or you get told they will escalate it. Next week the same story and the next and the next. on the 4th of November we spoke to another person which told us , she needs this and this new forms we should send all the documents again as they now have expired. Take in mind this policy has been opened in the late 80's. Why did no one tell us anything about any other documents on the 100's of phone calls we did earlier? this is just a way to stall a pay out to the policy holder.