transferal of pension funds and partial withdrawal due to change of jobs

This insurance company they are just good when taking one's premium however when its their time for them to play part they give you all the run around's. I changed jobs and requested that my pension fund be transferred, completed all the paperwork on the 3rd week of September to date nothing has happened and I am getting all the excuses in the world and just for records they do not communicate with me as their client I get the excuses from my broker whom I am transferring the funds to another portfolio. So why am I not being directly contacted I owe them nothing all they can do is to transfer funds hence we find that people leave their monies because they get tired of being pulled from all the sides when requesting their money, I am imagining the worst case that what if I was deceased and my kids would be pushed around whereas I have been contributing making sure that they are well cared for in my absence. This is horrible that we are encouraged to save yet when its pay back time people feel that money is not good enough for you they only look at their markets