Appalling disregard for death of loved ones

My father passed away on 23 June 2019 and I was informed that my policy I have with Doves would be paid out within 48 hours. I sent through the requisite documentation last Monday, being 1 July 2019 to which I have yet to even have the courtesy of a response. I had to find the services of Thom Kight to assist with the burial of our beloved father. I find this conduct completely unacceptable, untenable and totally disrespectful. My cellular number is ***. I spoke to their customer services today and left all my details - STILL NO RESPONSE that was at 11am. Appalled