Terrible service

My aunt passed away two weeks ago and her funeral has been delayed due to the policy department that never reviewed and submitted our claim, my uncle has been to the branch on numerous times to be told the claim has been logged, then when he follows up they say it's been for review then he follows up again and was told it was never logged, we are struggling to get hold of a manager to speed up this process. They keep telling us to give them another day and when we follow up they have been of no help