Rude receptionist - Unprofessional and don't care.

Very rude Receptionist. No telephone etiquette. Not only that. My husband passed away from the Coronavirus and had a Store account with Credit Protection insurance. They sent me a very upsetting letter saying that I must send proof of payment a.s.a.p for the outstanding amount. I emailed them and told them that he had insurance. They told me that they would investigate and come back to me. It has been over a month already.