Poor service

My mom (pensioner) has a funeral cover with 21st Century.

The worst service ever received.

A claim was submitted in April 24, but the payment is still pending no feedback from them. The only feedback we received is they are waiting for their underwriter's feedback nothing more. If I don't call them, they don't bother to call us as their client to give feedback. I don't understand because the agreement was between them and my mom (pensioner), but they are always telling us about the underwriter.

They are still debiting the poor pensioner for the same funeral cover till today. No management follow up or feedback till today.