no responce for 2 weeks now going for 3 wks

hi <br> I spoke to lizel van wyk from claims department on *** on the 11/11/2015 to submit my funeral claim and they have not come back to me to tell me the status on f my claim ,, I have tried to leave massages for her she does not come back to me, ,,my claim has not being paid yet , the funeral has come and gone not response yet , please help . am a good client I paid my monthly instalment every months <br> <br> I feel that they don't want to pay . please help cause these people are not responding