Shocking service

My mother passed away last year October. My brother went through the process of getting the policy claims completed. Documents were sent through and several calls made to get the finances from them to get the memorial done. They do not reply to you emails and calls. My wife stepped in and started fighting with them for answers. Eventually the funeral money was paid out so we could get the memorial and burial done. There is a small amount of money let for us and all documents required was sent in November via mail with no correspondence. Dec I sent a mail requesting feedback to see if all paperwork is in order and asked for progress with no reply. I tried calling there offices and the phone just ring. I sent a in 3rd week in January demanding feedback or O will add them to hello Peter ,and still no response. It is absolutely shocking I have never experienced bad service like this and they don't even deserve a star as a rating.