Dissatisfied customer

I don't know what happened to Hollard because when my mom claimed in 2019 for her uncle the process was straight forward and payment processed the following day, 2yrs later she's claiming for her father who passed away there's hardly any feedback from Hollard we emailed all the documents on Monday the 5th July 2021 and called on Tuesday to be transferred without any help and eventually our calls being dropped by the agent. I sent a follow up email on Wednesday and still nothing from them. I don't know what happened to their customer service but it has dropped drastically and I'm worried because I have a funeral cover for my grandmother as well, should anything happen to her I might not get my money on time for the burial.