Business ProfileforAthene USA

My dad has life insurance through Athene annuity and Life company, & he has been paying for the policy over 10 yrs. My dad passed away on June 20, 2024. We notify the company of his passing, and they sent us the claim form. We called the claim depart. & ask how we go about if my mom does not want to receive the payout since she is one of the beneficiaries. The *** told us that she does not need to fill out the claim form & to write a letter stating that she declines the payment. All of my sibling filled out the claim form, along with my mom letter stating she decline the payment, & the originally death certificate, sent out on Aug 16, 2024. Every time we call, we get issues & different answers. 10/01/204- I don't trust them because they don't follow up, still never receive a call/letter stating if they more info). Check status online & see nothing. Called and the ***. mention that we have to fax over a letter stating that my mom's is alive before they can start the claim. I said why wasn't this mentioned before, and why would we have to write a letter when she filled out the claim form with her signature should have stated that she is alive. *** said that there a letter drafted out or sent to us on Sept. 11- to have us verify that my mom is alive. Again, they keep mentioning about a letter sent, which we never received. I did however fax over a letter with my signature stating that my mom is alive, this was faxed over today. At this point I'm very frustrated, we get a different answer every time we call. This is shady business, no wonder they have such a bad review. I don't understand why they can't tell us all the issues at once so we can fix it and be done, but instead this is going around in circle. My family are at the point of getting a lawyer, filing a complaint with the state of insurance commissioner & not giving up because this is BS business.