No feedback or communication after a month and 2 weeks

My uncle's wife passed away on the 12th July 2021 and we have put claim on the 13th and till today, we call, email and still no response. Last time we called, we were put on hold for more than 20 min then the person hanged up the phone on us. We never got any sms or email of progress and its so frustrating that the premiums are deducted every time but when there is claim, u have to wait and wait until you even forget it about it. Very poor service and administration. I will never advice anyone to use this as it does not take people who lost their loved one serious.