Disregard of clients. Company culture?

I am appalled. Despite a major faux pas from heaven-only-knows who, I am struggling to get feedback on a funeral policy. Nobody is taking responsibility for the mistakes on my policy document, but premiums have been paid since I took out the policy last year. "An investigation" has been ongoing since the beginning of March and still 'no verdict has been made,' they claim. A few days ago I spoke to some lady over the phone who told me that the claim is approved and was AWAITING SIGN OFF SINCE 30 MARCH - almost a month ago. No update is being communicated to me by the person handling my case unless I bombard them with calls and speak with a million other people. When I finally receive feedback, it is a cut-and-pasted 30-word-three-lined email. No substance whatsoever. Effort? None! I thought of sending an email to their complaints mailbox, but I get the feeling that Centriq's company culture does not have any regard for the client. I want my money!