1Life a **** of an insurance company

I lodged a query on the 14th July on my funeral cover,I was sent from pillar to post by their customer service and no conclusive response receive for a month. on the 23rd of August I submitted a claim on the very same funeral policy. The assessor confirmed receiving all correct documents, and informed me that she awaited response from the customer service manager about an unresolved query I submitted a month prior to my claim. The assessor's service has been excellent so far as she keeps me updated with the query as she also awaits response from the customer service manager, who finds it beneath him/her to call me as a client just to explain what the hold up is. I suspect that this is delayed on purpose, so that 1 Life can come and say the claim has expired, therefore no payout, or find some excuse on their fine print for non payment. I feel 1Life had a whole month to resolve the query i had lodged and therefore has no excuse, except of course their reason for this delay is t **** me of the premiums i have been paying since 2015. i have sent a follow up email to the assessor on the 30th August, but have received no response. I am appalled by the poor service and worried about the poor people like me who pay their monthly premiums only to be treated like dirt. it is no longer about the money for me, but about the disgusting service i am getting from 1Life.