Funeral claim-No response

I'm really disappointed.My father has passed and been laid to rest. To this day no one has bothered to respond to my brother and I.We have called no one ever picks up the phone,sent emails and have had no response. What makes it even worse is that you keep deducting money from my father account yet no one even bothers to respond to emails .The whole purpose of having a funeral cover is to assist our loved ones when they leave us,yet Direct Axis has just turned it into a night mare.

Can someone respond