Funeral claim delay

I am not a happy customer at all! I submitted a funeral claim on 16/07/2021. I have not recieved a call, or reply to my email. I had to call them twice and was promised feedback by close of business. On Monday I was told that my claim was registered and will be finalised that very day. On Tuesday I called again and was told that the claim was logged but not yet finalised.

I also work in a call centre and never provide this type of service to my clients - as I know how important feedback is. No one is calling me to tell me if there is any information outstanding. No one is explaining what the process is and the turn around time will be for the claim to be finalised. Not one email confirming reciept of my email or to notify me that the claim has been successfully logged. This is not acceptable. I have been paying my premiums without fail and now to get this treatment.

I would like to know what is happening, I want a manager to have the deciency to call me as a paying customer to get this claim finalised.