Waiting over a year for progress

I've been dealing with a claim after my fathers death for over a year through an attorney. The agent handling my case has been doing so exceptionally poorly. He has ignored emails from attorney and takes over a week to respond to mine. He makes appointments to call that he does not keep and is never available when we call. I went to a standard bank branch and spoke to a consultant who was shocked at the level of service received when she herself tried to contact him. We made an arrangement for him to call me at 9am today. I took 2 hours unpaid off from work to ensure I got the call (1 hour prior and 1 after 9) and he only called me at 10:15 which means I had to leave work again only for him to tell me the required documents haven't been received when they have been sent multiple times by my attorney. He says that the issues lies in my case being closed and having to be reopened but the only reason it was closed is because we sent the required documents with no confirmation of receipt being given and attempts to contact him were constantly fruitless. He was never at his desk, his mailbox was full and promises to call back went unfulfilled.