Insurance claim

Filled out forms for insurance as my mum has passed away. Was told that we would be contacted in 3 days. Almost a month has passed and we hav heard nothing. Call ********** 267. Goes to a voice mail where the lady leaves an incorrect alternate no to call. Called customer care. Get this no ********** 086. Here i hear another customers voice message and a whole lot of chaos after. *********** people! Cant even leave a proper message on the voicemail. Called customer service again. Was helped by a friendly gentleman. Unfortunately forgot his name. He also tried to get hold of claims dep but was unable to do so. Ref RM110771. Stil no response from claims dep. This is not acceptable. What are the people at claims dep doing? Premiums were deducted every month. Now when its time to pay up they are not available. I am now at my wits end. Can someone please help? Also can someone pls dial the above mentioned numbers and see the level of incompetence? Please tel me why these people are never available?