Frustrated

I'm so frustrated with woolworths I put a death claim in 19 May 2021and went to the grassy park store so they can send it away but wen I foned today they telling me they didn't receive any papers yet. I called the store to ask them how cum the insurance company never received the papers they telling me sumtimes it shows send but it doesn't go through does that really make sense for such a big company. Maybe they doesn't give the payout wat they promised that's y they neva get the paper work I saw nw thers so much people with the same issue