No assistance for a death claim

I have an Edgars family funeral plan and my husband passed recently. I called edgars and they said it's underwritten by hollard and gave me their number. Since then, I have been transfered back and forth, asked for a manager and kept on hold for 15 mins, emailed every email address I could find online but NO assistance NOTHING! In my time of grief, they can't even acknowledge my email. This is pathetic really