Extremely bad service

We had a death in the family over the weekend. On Monday morning I reported the death to clientele and was sent all the forms and requirements to lodge our claim. All documents returned to them on Tuesday 6th November. On Wednesday I followed up with them as I was suppose to be contacted by an assessor. The consultant(who's name I have)confirmed all docs and requirements received at 11.32am. At 14.52 on Wednesday I received an email (consultant name known to me)requesting details of claimant which is on the declaration form, the date of death, cause of death, name of insured and I'd number of deceased, but all docs received by them. Are these details not on the death certificate as well as the copy of the deceased I'd. On Thursday 7th November at 10.30 am still no response. When I contacted their offices they were closed for an annual staff party. There was only an option to contact a lawyer if you have an emergency. No emergency contact details for any other services. Is legal advice more important than any other services offered by clientele. Extremely disappointed.