Extremely poor services!!

I am extremely disappointed with your services. My husband was a member for almost 20 years and had 2 policies. To date only the 1 policy has been paid out. We had to borrow money for funeral expenses. Your consultants keep requesting the same documents and I keep submitting it. It has become clear that this is clearly a tactic from your company to avoid paying out the remaining policy at all cost because how many time do you expect me to resend the same documents??? And if I do not contact you your consultants also would not have bothered to pick up a phone to call me. This is becoming extremely frustrating and disappointing so please stop sending me from pillar to post. I have come to realise that maybe the ombudsman will be the only route that will bare fruitfull results mxm!!