Poor customer service, difficult to claim. No feedback.

I'm struggling to get any feed back with the claim I made for a funeral cover. This is the second time I'm having difficulties with Hollard when it's time to claim. No one has contacted me. I have phoned the CAll centre atleast 3 times. No acknowledgement that the claim was received, Call Centre says, they received it by its not captured yet. And yet they ask you when is the funeral on the form. I am very disappointed, once again. No one seems to be bothered. I sent an email to the complaints department, response is, it might take up to 5 working days for them to respond to me. WOW!!!!! It's strange how I made 2 payments To the existing policies yesterday and got acknowledgement immediately but when it's paying time, there is nothing like that.