Clientele Life - no communication with investor on matured policy

I've been trying, for the better part of a month, to get information from Clientele Life on behalf of an 80 year old client, whose policy has matured and Clientele Life have not contacted her regarding her options and will not respond to my queries on her behalf. All email requests get 'responded' to with a generic auto-reply on other ways to contact them via their app or self service, neither of which are available to their client. A terrible lack of customer service. Also very concerning that they are holding the client's funds, due to her, with no communication with her whatsoever. I would beware of investing in a company like this and who are unable (or unwilling) to communicate with their clients/investors and who hold client's money! Companies like this give the insurance industry a bad name