No feedback after 3 weeks - Shocking Service

I have submitted a funeral claim on 15 February through Edgars Rosebank as it is underwritten by Hollard, again on 1 March, 21 March with a full explanation and numerous sms sent to the Hollard Line. After calling to follow up I eventually got through and I was informed on the 22 April by Gladys Moeng that the claim was repudiated on 19 January. Final document death certificate was only submitted 5 April how can the claim be repudiated before the final document was submitted. I was told that they must have the death certificate not the funeral parlour letter. A special trip was made to Lesotho to get this document requested by Hollard. She informed me to take the matter up further I should email *** after 10 days no response I called back and was told to email ***. all I received was a automated message that a reply takes 48hrs. Two weeks later still nobody has called, what next must I do to get this resolved - Funeral Policy No ***. Is this the type of service you give clients after taking their money. I want somebody to call me to resolve this matter urgently.