Worst service when it comes to Claiming

I have been struggling to claim on policies of my late father for almost a year now! The current situation is that they only work on my case when I go into a branch and we call head office or claims department, then the person on the line says they will escalate the matter, and then I leave, there is nothing more they can do for me. A week later, still no news, I go back to the branch and it's the same story. I've sent them ALL necessary documents, MORE THAN ONCE! I don't even receive replies on my emails amymore. I am disgusted and this is not acceptable anymore.