bad service long cliam process

I have sent the claims document to *** as she assist initially assist with the claim process on the 27 December 2021, no response then requested update on email on the 28 December still no response , on the 30 Jan 2021 I called in they asked that I should forward docs to *** which I did , they responded asking for certified copy of the death certificate. I have sent the document same day , they called to asking for the affidavit , sent the document. Everything was sent on the 30th till today I haven’t received the money for the claim This is in breach of our agreement , your 48 hours working day has passed. No is answering calls when I call , emails are not being responded. The service is bad one would even think to bring the corpses at your doorstep