Bad Service

I have made a claim on the 27th of March for an insurance claim.A month n half later no call or sms or anything from Hollard,I have sent emails,Twitter and Facebook n Iv been told I will be called until today!!If we didnt have money to bury my mother in law,the body would still be in the mortuary today because everytime I call they tell me about risk assessment,something I was never told about when i app**** and when i had been paying every single month since July last year!!I have passed the waiting period and have given in every document that you wanted,what is that you want from me?Why is my claim not being paid??