Funeral claims

I just dont know were to start but i ahve been wiyh this company for a long time now, i took funeral policy for my Mother all has been going well with payments but all of that came to a bad night mare when mother died on the 13 of July i did puy in a claim n used what i got from the people that handle all that info about my Moms death, this company is slow, i have been claiming and using the very same documents that my sibling used on other insurance policies but this 1 is just a struggle. When u call them u have to hold on to be piy through the claims deptmnt yet they even Fail you more, coz they dont answer your call, they dont get back to u , they have been deducting my money but now they fail to give me money for me to bury my mother. I am very angry and i would never say to someone come join becouse still now i have not got anything from them. Emarald Life is just a big ****, its nice to deduct money every month but dont wana pay your money when its that time to claim. I want my money i have sent all the documents to the company yet no answer, i tried calling them i keep on getting no answer from the claims department. I called them last week Thursday i was holding he line for 30mins no answer from the claims people.. Emarald life has Failed me and i want people to known about them.