Bad funeral cover service

What a bad experience I have had with Finchoice funeral cover and their contact centre. I have been waiting for my claim to be finalised for 2 week now. All they are saying is they are waiting for feedback from the underwriters, but underwriters are only contacted for the policy wording not in regard to claims. And when you call them you hear all these people talking about themselves behind. So disappointing with their service and lack of customer service