Complaint Review: AARP Met Life LTC - Fritzy Gaspard

My mother, Sheila Aenis, has an accepted long term care claim.  There was a change in healthcare providers.  Met Life requested I complete a new claim form, that included the names, addresses, ph. numbers and Social Security numbers of these individuals.  I completed the claim form and mailed it on 1/12/16. 

On 1/23/16, I received a letter dated 1/19/16 from a Met Life LTC representative named Fritzy Gaspard (I have been working on the current change of caregivers since October, 2015 and have never heard of or spoken with or received any correspondence from this individuall).

The letter stated I had 14 days to submit information that was not provided on the first claim form I submitted; and if it wasn't received within 14 days the claim would be dismissed.  Yet, this same letter Named Each lndividual Caregiver Specifically.  

I ask you - how can an employee of Met Life LTC be able to specially name my mother's individual caregivers if he hadn't already received the information he is requesting once again.

I have found Met Life LTC to repeatedly give me false and/or inaccurate statements when I speak with them, regarding the individual LTC policies each of  my parents have paid premiums on for the last 15 years.  Now Met Life LTC is additionally requesting information I already provided, dated 1/9/16 (and have copies of) and threatening my mother that her claim will be dismissed.  I would like to also add that nowhere on the claim form I sent does it request that along with the specific information they want (and I provided) does it state I must submit copies of the caregivers individual photo ID.  Nonetheless, when I submitted the completed claim form on 1/12/16, I included the LTC healthcare providers photo ID's, as well as their certification as either a CNA or HHA.  

Is this or is this not repetitive requests, busy work and specifically an attempt to delay the monthly benefit amount that my mother paid for beginning in 2000 and already had an accepted claim, for which she has been receiving monthly benefits since 2004.