Awaiting Feedback since 2018

I lodged a claim with Hollard Funeral Insurance last year in 2018 and have been waiting for feedback since then. I have been to the nearest branch and every time I am told that an email was sent to Head Office for the progress but no one is replying. Every time I try and call the Head office I am told that they are still busy with the claim. No one is calling me to at least tell me what is happening or what is causing the delay.