complaint against Emerald Life/ the lion of

My Uncle unfortunately passed away on the 7th of April during the Easters, My Granny had a policy with Emerald life which we have been advised has been brought over by The Lion of Africa but because she is elderly my mom is been helping with the claim. I'm very disappointed in the way this company has chosen to held this case, there have been giving my mom the run around for weeks now advising that there are missing documents but not advising which documents are missing. After that they advised that the documents weren't clear which my mom has reprinted the documents and sent them again. however we still do have not received a response.

After being on the phone with them numerous times and visiting they site a whole month and weeks later we have no progress with this claim.