No response

I sent a death claim last year in June 2020 from my mother's policy,when i enquired i was told they cant see it,yhat was in October. We sent it again in October then i was told i needed to sign some forms i was never told about. I then sent it again on the 26th of January 2021 and to date i havent received a response after countless emails i have no answers. The phone is forever too busy, you hold on for over an hour. what kind of service is this?