Poor information and customer service

We received letters from this administrator a month ago advising of the estate late benefit payment.

A month later I call to find out the progress and no one can give me a response because the administrator of this fund is off ill.

I don't understand how a company handling so many funds and of such great amounts only has one person handling withdrawals/ deaths pay-out? And no one else in the organisation knows their SLA's on payments due. It is absolutely mind boggling.

You send emails from their website and no one responds or even acknowledges receipt of the mails.

I really think they should re-look their process flow and consider that there is a human being at the end of it all who could be traumatised or hurt as a result of their loss of a loved one.