No communication from Liberty

My late brother had an funeral insurance with liberty life when I submitted the claim on the 1st of September I was advise to wait 10 days because of covid, I called them a week later I was advised to wait 15 days, lately when Im trying to call them I wait for about 30 minutes no answer I sent another email no one got back to me. today it the 27th today no communication from Liberty and I need to settle the debt I took for the funeral please assist