New York Life closed my case because they didn't have my info; yes they did. I'm not waiting for a review

My spouse has been diagnosed with MCI (early Alzheimer’s) and lost her job because of it. We have filed LTD with New York Life and all the posts I just read are occurring with our claim. So far the first excuse has been they need the statistical data from the doctor. We sent it, they sent a confirmation receipt and then claimed they didn’t have it. They sent letters and decisions before the expected deadlines, a few days always turns into a few weeks with more excuses. So far the only negligent parties have been New York Life. We filed our claim in mid July and it is now the end of November, they closed the case saying they didn’t get the info when they did have it and now we are waiting for a “re-open for review” due to their incompetence. Something needs to change!