Prudential Insurance company so unhelpful/ inefficient

Hello
Just a bit of a rant. I am the executor of my brother’s estate. He died in USA last October. I have negotiated my way through the American banking, probate and tax system with little trouble, but now when it comes to dealing with a UK insurance company, I am banging my head against a brick wall. My brother had a life insurance policy with them, and after numerous phone calls I am no nearer discovering if they have initiated an international bank transfer or not to his US estate account.. Everyone I speak to has a different story to tell! This is the last stumbling block to completing probate and they are holding it all up.
Thank you for listening, rant over.
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