Horrible experience from Hollard regarding my mom's funeral claim!!

Horrible experience with my late mother's funeral claim. I submitted a claim on the 29th April,I was requested to submit supporting documents because my late father was a beneficiary,which I did,I was told the claim would be processed. To date everyday I call I'm told the claim hasn't been captured. I call everyday to get an update,no 1 calls of even sends and update. I've lodged a complaint regarding their claims department l, not even a response from anyone. Is this the way to treat paying clients. My mother has been paying for years yet we have to suffer just to get her claim processed.