The unlimited Claim procedure Frustration

I am really disappointed by the way they have dealt with my fathers claim.My mom passed a way in March 2019 and until now we have not received any communication from them regarding the claim.Everytime my dad would call the call centre he would run ut of airtime as no one ever answers the phone.I eventually had to step in and call them but everytime i would call i would speak to different agents that would then give different answers.They have been requesting documents and i have sent them each time they requested it and all my dad would get is an sms as a reminder that there are outstanding documents required of which i would call and mention to them that those documents have been sent already.One agent even mentioned that would call him directly as i am not the policy holder and up to now he still has not received a call from them. This claim has went from received and then being processed and back to outstanding documents.I just don't understand why The Unlimited is giving us the run around yet we have constantly honored the policy.