REF: --GSENQ***

I have been in communication with OM with regards to a policy they brought to my attention (mother's late policy). I gathered all the documents they said they require in order to proceed, sent them the documents and commend the quick response I received. The issue now is, on their correspondence they mentioned that a police declaration form was attached (which wasn't) and I responded immediately to notify them of this. Only after 5 full working days did I receive a response with the said attached to which I had already called and someone else sent me the police declaration. I understand the circumstances with the pandemic and I am sure you pride yourself in your service but I found this a little irresponsible. What if I had not taken it upon myself to call in to get the declaration? Wouldn't that mean I would wait for another week to receive it and still would take another ample time to get my request to process? I am really not happy with this.