Bad customer service and no payout on claim

So I took out a funeral cover with one of their 3rd parties. Unfortunately one of the members on that policy passed on. I submitted a claim with the 3rd part on the 23rd/24th of July. I've been in contact with the 3rd party and they have advised that the hold up in payout is because of Hollard, I was then advised to contact Hollard, when I phone Hollard, I am told my policy doesn't exist, or I get sent back to the 3rd party. This has honestly been frustrating due to the fact that premiums are paid on time without fail, but we have to beg for payouts on covered members. For a big company like Hollard, you would think that they would provide better service even to their 3rd parties. It has been a disappointing experience I'm not going to lie