No empathy and unprofessional

My mother passed on on the 18th of December 2020 and have been having trouble with claims from Old mutual, all the time we are requested to forward documents but nothing bears fruit on how claims are going. This has been happening since December and now going towards the end of January. Seemingly no one knows what's going on, we get meaningless texts to forward documents that we have forwarded more than 3 times. Does this company even have any empathy? We're in a dire state and they just keep on torturing with incompetence.