Bad service

You know I don't understand how does this funeral insurance works. I lost my dad and I've been trying to claim with 1 life since Monday and there's no feedback nothing even today I don't even have the energy to keep calling and emailing them. I am so disappointed. I have covered my whole family with them and now that they treating me like this now, that says I will keep on getting this kind of I'll treatment with the rest of my family.