Delay in payout

I submitted a claim to them around the 23rd/24th of July......they did not respond to my email. I then called them around the 5th to find out how farcthey are with my claim, and only then was it sent to Hollard. They advised on the 6th that I need to send an email to Hollard directly to find out how far they are with the payout. Ever since then, I have been sent from pillar to post. When I call Hollard, they tell me it's a 3rd party therefore I have to speak to Hollard directly, when I call 21st Century they tell me I need to call Hollard. I have received nothing but terrible service and my question is what's the point of having a funeral cover if they will be of no assistance in providing relief to a grieving family?