No Sevice at all from Hollard

My mom had an Edgars Hollard Funeral cover and passed away on 5th Jan. On 8th January I called the Hollard call center to lodge a claim, I was emailed forms which I completed and submitted together with supporting documents on the same day. On 11th Jan I realised one document was missing and I submitted it to Hollard. I have received no communication from Hollard and every time I call them on *** no one answers, I've had to hold for more than an hour on more than two occasions. I've sent emails to their complaints email address but still no response from them. It's been two weeks now and if we only had cover from Hollard we probably wouldn't have buried my mom by now.