Waiting 4 months for death benefit

I have lodged a claim for funeral cover for my late mother in July 2017. Every time I call the call centre to enquire on the progress I am told that the claim was not activated, but that somebody will call me before the end of the day to update me on what is being done. Nobody every calls back, but I do get messages addressed to MY DEAD MOTHER saying that they want to make sure that her call has been resolved, and that if it has not please dial a number... which just returns an error code. If you cannot care enough for people to honour their policies please at least don't make it harder for the family by sending insensitive messages!