NO FEEDBACK.LACK OF CUST SERVICE

I logged a claim on the 29/01/2015.within the first week I was told that all docs was recieved and that they require docs fro the hospital.Now this is a claim from a family member that have passed away.This claim have been going on for more than a month.The first week that I have recieved the call from Clint that is dealing with this,he told me that they will need payment confermation that the couriers can collect docs from hospital.All docs including the 1663 from the hospital was sent.Now really,WHAT HAPPENED TO EMAIL OR FAX?Now couriers have to pick up forms from kzn to gauteng?I have logged three other claims with other companies with way bigger claims than this and was sorted within a week.The messages that I have from them where there was so called miscommunication and then the follow ups that I need to do is totaly unacceptable.There is absolutely no feedback at all.Three weeks Im calling and everytime it is the same story that Im getting.HAVE NEVER SEEN SOMETHING LIKE THIS