Poor customer service

We have a funeral policy with Hollard that we took through Jet, we made a claim in December already but I cannot remember the date, on the 5th January a follow up was made and an email forwarded to Hollard for assistance with no joy. Another follow up was on the 7th ,and this time around I spoke to someone who said this will take 48 hours and I called again today and the phone was just ringing.

I don't know how and who can I escalate this to because this is long over due ,unprofessional and poor customer service,the least they could do is to at least give us feedback rather than keeping quite.