Worst service ever. Impatiently waiting.

We are trying to deal with the loss of a family member who passed away in a tragic accident. This is where the insurance provider is supposed to step in and without any hassle pay out the money for the funeral policy that we have diligently been paying on a monthly. I am now calling the provider on a daily basis to get this sorted so that we can sort out the funeral. The documents were submitted on 03/05/2018 and each time i get the same generic response. They are doing investigations, no indication as to what the investigations are, what the turn around time is for the investigation and I cant speak to somebody. No compassion or understanding for anybody that i have spoken to in the call center.