Superfund for Late Father

My father passed away in November 2020. I submitted the death claim forms for the superfund to the human resources department of my father's employer on the 12th January 2021. After following up in March 2021 I discovered that the forms were not sent to old mutual. I later got confirmation that they were sent through on the 12th of March 2021. In end April 2021 I got in touch with someone working at old mutual who confirmed they received the forms and that my family and I would get contacted in two weeks it's been almost 4 months since I received that email and any and all emails I send are never rep**** to. To date we don't have a reference for the claim and any queries we may have is either met rudeness or complete ignorance. My family and I just want to know how far the claim is progressing as we are completely in the dark is it so difficult just to tell us how far to completion it is ? Instead of giving us the generic one year answer that we are given. My father's death is something that breaks our hearts everyday and we would expect to get a little compassion as we are dealing with a loss but we are given more hassles and stress than anything else.