Death claim

The centre keeps ignoring my calls no one to help even the direct numbers of the consultant it keeps going to voicemail I have left tons of messages with no response email is even worse I have wrote an email a month ago still no response, and even those that were supposed to resolve all this enquiries they just don't care how we customers feel. Is been 6 months since my mom passed but yet they still holding on to her life insurance payout that we have submitted all the necessary documents so upto today still nothing has been communicated so I myself will not have eevn if is funeral cover with this company all they do is to **** companies into getting their employees into this then in times like this the employer have no access to anything so but then will wait until the 10years they said it'll take for it to pay out