Bad service

I have been calling iwyze life cover claims department to inform them that my husband has passed on. They take my details and always say someone will call you back to tell you of the documents required and no one never calls me, when I call them they say there are notes on the syetm that someone tried to call and you didn't pick up so we will send again the request. No one has ever called, no those notes are incorrect, even now I am still waiting for the call. Can I be assisted to get started with the claim Please.