Hollard funeral-No service

I have a funeral policy for my parents for years. Upon inception I was informed that in order to facilitate a claim, I need to produce a copy of my parents ID and death certificate. Now that it is time to claim Im told that additional documents are required. This is quite frustrating especially since I emailed the relevant department but they have ignored my problem. People should actually not purchase from such a company as they are clearly unprofessional and deceptive too.