A promise of good service not kept

I am unhappy with the service or lack thereof. I just lost my Father and trying to make a claim with no success. The number on the website says does not go through. On the *120* 101#, there is no option to make a claim, on the website I keep on getting a response that an agent Will contact me, which never happens. I have been paying this policy for the past 8 years and when I need assistance at my worst time, no help is afforded me.