Zero customer service I’m disgusted

My brother passed away over a month ago. I send the requested documents for a funeral claim within the first week. Due to the file size they never got it so second week I send files separately. Upon receipt of the docs they had an issue with the quality of the docs. I eventually got the proper documents which I send 2 weeks ago. I have called numerous times, send multiple emails and to date no one has called me to explain what is going on. I’m extremely disgusting and disappointed on how they treat people at their most vulnerable going through grieve and having to bury your loved one with debt and when they are meant to pay no one is taking to you. All I get the people dealing with the case are not available or they busy I mean for such a huge company it is really disheartening. I mean when they when they were debiting my bank account for 8 years or so it was ok and worked in their favor, now that I need them to play they part they are non existant. I will never ever wish to deal with such a company, even if I had hopes to continue my relationship with them, I will never ever.