Hollard Funeral claim

I submitted a funeral claim 2 weeks ago, on the 29 June 2018, for a policy ( ********** 5) I took 18 years ago and it has not been settled. I have been following up on this and the call-centre people, the gate keepers, will not put me through anyone of significance to talk to, they keep telling me that its with credit for approval or something like that.

I followed up with an email on the 4 July and again on the 11 July - still nothing.

One would think that after paying them (for 8yrs) way more the policy cover amount - they would quickly settle.

Does any at Hollard care?