Hollard Funeral Policy - no status updates, no feedback, and no money paid out!

Funeral Policy - Main member died on the 25th August. The family submitted a Funeral Policy claim on the 6th Sept, and additional documents were requested and provided on the 9th Sept.

What information or updates on the status of the claim have we received from Hollard - NONE! What money has been paid out against this funeral claim - ZERO! How many emails have we sent in to the claims department to ask for feedback - FOUR? How many calls have we made - TWO? What updates have we gotten - ZERO?!?!?

And the call centre agent today tells me that they have sent messages to the deceased's mobile number! - But not to the claimants mobile number that is on page 2 of the form - along with all of the claimants details...

The process of trying to fulfill their contracted duty to pay out for a legitimate claim is clearly broken. Hollard's claim's department have done nothing to update the deceased family on the status of the claim! But why would they care... they are sitting with the money in their bank account.... while the family have had to borrow money to complete the funeral.