Death Claim

I have been battling to resolve my late Dad's claim for nearly two months now, when I ask to speak to the assessor he is not available and staff are not allowed to give clients their work email address! Furthermore the team leader is not available to speak to for assistance either I was able to get her email address but have not received any response to date, the lack of empathy from the call centre across the board is beyond me. One person says one thing only to hear another story from the other. Neither the staff members at the call center or a total sport could give me the complaints department email address, utterly disturbing and disappointed. The other really annoying thing is that 16:05 the IVR tells you to call within an operating time which ends at 16:30, really! Can someone just take accountability?