SH Dimney - Funeral Claim

I'm having the worst service on a Funeral Claim outstanding for the past 3 months. My son passed on 27 February 2021 and was buried 03 March 2021. I'm sending emails, call the call centre and nobody seems to know the status of the claim or which department is dealing with it. Every time I hear that is is escalated and I will receive feedback at the end of the day, but all my efforts come to naught.