Hollard does not care about what you going through

Family member passed on. Claim was submitted on Tuesday the 28th November 2017 and they where told the funeral will be on Saturday the 2nd December 2017. Today is the 1st of December and I still have not heard from Hollard. No phone call, no email. I had to call myself to check if all documents have been received and was told yes they have received them and will get back to me. 3 days later still nothing from them. I guess they don't really care ne!!! Not even a courtesy call to inform me how far they are.