What do I need to do to get a response?

I submitted a claim a week ago and have not had any response whatsoever after numerous follow-ups.

The broker who sold the policy keeps on apologising, but he can also not get a response after escalating internally. The family has no idea how to proceed or who to contact.

What do we tell the bank or the funeral policy insurers when they ask for executor appointment letters? What do we do with the deceased's weapons that are currently (*******ly?) in our possession? We cannot change debit order details on behalf of the deceased without an executor. Etc., etc.

The broker already started blaming slow turnaround processes at the Masters office, but clearly the process has not even been initiated yet.