No service at all

Bad bad Service.... We put a claim in, in February 2018. My father died while on duty in a car accident. It's already 2021, more then 3 years and still no money has been paid out. Dealing with the department is a head ach, they dont email you back, they dont anwser phones and if they do answer, they are sp rude that they drop the call in your ear while u busy talking. What can take so long? They always have excuses on excuses. It not that they are working for free, hallooo they get a salary for it.