Lack of Empathy and Urgency

It is sad to see such a big institute with such a bad reputation, I can however see why. My father passed away at the end of July. Documents etc. were sent in Aug and my mother has been chasing and the process has been painful to say the least. Thank goodness she is not destitute. People who work with these types of claims should be trained to have empathy and perhaps understand the implications for the people they are dealing with and who need the money due to them. Just saying!