Hollard Life/Direct Axis Funeral Plan

I have had the worst experience with Hollard Life. I have a funeral cover with Hollard via Direct Axis for the past 11 years. Now that I have a claim, I cannot seem to get hold of anyone in the claims department to assist - no replies via email as well. When I contact Hollard Life directly, the consultants tell me they cannot assist because the policy was taken up with Direct Axis, yet it's a Hollard Funeral Plan???? I've been trying to get hold of someone to assist me for over a week and to date, no luck. What is the point if having a Funeral or Life policy with Hollard if they have no sympathy towards their clients for any service whatsoever. Shame on you Hollard and Direct Axis.