Death benefit claims

Good day I would like to report TFG. My husband passed away and I did submit the claim immediately and never heard any feedback even after a few telephone calls stating that they are busy with it. Today suddenly I received an email saying my case has been close due to documents not received. Is this how TFG works instead of really working on claims you rather wait 3 years and then suddenly say is closed due to all documents not submitted. I feel this is not the correct process as TFG did not communicated with me since submitting the documents. How many people are you doing this to? TFG is is so wrong on so many levels. As a customer you pay but when a claim must be paid out by you this is what you are doing. Y