claim submitted and no response

I submitted a funeral claim on the 14 July 2015 and 21st Century did not respond. The only time when they responded is when a lady by the name of Beverly called me and ask questions and promised to revert back to me and never again. I want them to respond so that I know if they are paying my claim or not and give reasons for non payment. I paid the premium form 2010 until 2015 when I submit a claim to them. They have never write or call me since July 2015 to date. Let them respond to my claim or pay back all the premiums I have paid to them. They have stopped deducting premiums after I have submitted the claim and there were no reasons of stoppage that were given to me. I making a request to Hello [URL Removed] to find out what happed to this claim as nobody is bothering to tell me what is happening. I called the offices on several occasion promising to call me the following day but nothing has happeded.