unpaid claim

my father passed away on 17/07/2024 even buried him, its been two weeks trying to claim with them ,av called av emailed even called their complain department with no luck ,even today i called the guys who's responsible for claim and he dropped my call. Am greeting sms my claim has been declined when i call am being told i must ignore the sms my claim is suspended reason being they where unable to open my document, he even told me now he must beg the finance department to attend my claim as if his doing me a favour.