Bad death benefit service

My dad passed away at 80 yrs and my mom has a funeral policy with them but I am unable to speak to Roxanne who happens to be the only claims consultant working for the company (Constantia Life Ltd) who is now handling the claims on behalf of Goodall & Bourne. When push 9 for the Reception and you are consistent she then don't answer the phone as she can see the number. My problem is that the poor people are making use of them for funeral cover however when it comes to claiming nobody is able to assist. I called *** ans then you are told to call the JHB head office *** and no answer. I was then told to email *** but no response. After 3 hours of attempting to call to just find out what the claim procedures are I've had no luck. This is seriously bad as my mom is a pensioner that has been paying this policy since August 1995 and this is the sgit service you get from this company?