Horrific services

After four months, of trying to get answers from Doves Funeral Services - TOTAL SILENCE. Does it mean, that because they have a backlog on their emails, that ALL their clients have the exact same bad service as me? What about my policy that lapsed, because of their backlog on emails?? After numerous phone calls, i got told that i need to phone again (to find out what is going on). And everytime that i phone, the same answer. My case will get promoted to Management. But still, nothing else. And in the meantime my policy has lapsed, and i have lost more than 10 years of payment?? I need answers. And i need compensation for all my trouble that i went through. Come on now Doves - show me that you are a trustworthy company!