We have been trying to just get a claim form to st...

We have been trying to just get a claim form to start the process on a long term care policy of our mothers since september 2016.
They always have a reason or excuse for not calling back or for not sending the form. Here it is January 2017 and we still do not have a claim form so can you imagine what it will be like when they have to send money? We have spoke to numerous people and have been bounced around a lot. Tactics to delay payments?? one star only because they do not have any less.