Unresolved issue

Good afternoon, my late sister had a funeral cover which includes the Headstone, she passed on, on the 16th March 2023 which marks exactly 11 months today, she still does not have a headstone and we are being sent from pillar to post by your sub contractor Mertgran Pty Ltd, it's one story after the other and my sister paid her policy very well without skipping but now 1 life is failing to deliver their side of the package, we are so fortunate because where we buried her it is not compulsory to erect a tombstone within a year, but then we want my sisters grave to be dignified, she was a well known member of the community and yet her graveside doesn't look properly, We are not happy as a family because 11 months is too much, they called me on the 20th of Feb 2024 and promised to call me later on, they didn't but if I wanted to join 1life you'll be quick to respond to me, it is totally unfair