Zero feedback and no access to staff to follow up

The death claim has apparently been with the Legal department since January and since then I've had no updates. I was at the walk-in centre on 17 April and the call-centre they phoned told me they are sending a request for feedback to Legal and I can come back to the walk-in centre to follow up. As expected, I have had no response. My email follow-ups go unanswered and I have to take time off work every time I need to go to the walk-in centre. Apparently Legal is not reachable except by email - maybe this is why nobody there works or replies to queries. Why is it so difficult to get an update and how am I supposed to get this resolved?