Worst customer service ever!!

I have a funeral policy with Hollard Life for over 10years. Recently I sent an email with all neccessary documentation to claim for the 20% funeral cash back. The only feedback I receive till today is that I will receive a call back, and I am still waiting!!! The manager I spoke to promised to give me a call back 2weeks ago, which never happened. All that they do is pass the buck to this department and that department. I am waiting almost 4weeks for a call back, feedback on my claim. Hollard life is the worst company that I have ever dealt with!!! No customer service whatsoever!! I probably have to wait more than 4weeks for a death claim to be processed.