No payout...no feedback, a month already

To whom it may concern. I submitted documents in behalf of my father to start with the funeral cover process. It's over a month now and we have not received any feedback whatsoever from Hollard. I call your customer care line, I hold on the line for 3 hours and when I finally get through I get cut off. I then sent an email to your complaints department but still no response ffom there either. This is really pathetic and frustrating now and I honestly fear for people that have to rely on the policy to bury their family members. Poor service honestly. Can I ease get some feedback regarding our policy