Hollard bad customer service

After the passing of my father my mother informed me she has a policy in place for her grand daughter to go and study on the passing of my mother I was I formed by hollard that they will look into this and get back the me the below is the message I receive evrytime I send a follow up email And no one gets back to me since last year

Hello!

Thank you for contacting Hollard.

We have received your email and you can expect a response from us within 2 business days. If you do not hear back from us, please contact our claims team on ***

Kind Regards Direct Claims Team