Funeral cover policy

I have a funeral policy with Hollard, I am very disappointed with the way they have handled my query. I have sent several emails and called. They don't care to update the customers/feedback about the lodge complaint. The last time a consultant called me, was at the beginning of January 2021 and said she will send an email, that has the outcome of my case. That email never came into my inbox. I then send an email to their inbox, until to date there's no response from their side. This has been going from last year. Customer service is appalling!!!