TERRIBLE CUSTOMER SERVICE & CLAIM NOT FINALISED!!

This is a complaint on behalf of my mother who has a policy with Regent Insurance Company. My mother has a death cover policy on which one of the people she had covered by the policy passed on the last weekend of September 2015. My mom submitted a claim the following week after the death. We are now approaching December and the claim has still not been finalised. She has been constantly following up on her claim and the call centre agents tell her that there is an investigation being conducted but they don't provide her with the details of this investigation. They merely state that there are discrepancies but don't provide her with details of what those discrepancies are. I have tried calling them without success because they cant provide information to a third party without authorisation. Regent does not provide any feedback to her and she must be the one that is always following up. This really bad customer service and it should not take this long to finalise a claim. What is the point of having funeral cover if claims are not processed timely as she had to make other means for the funeral. Sort out ASAP this is totally unacceptable!!