Terrible service regarding my late father estate

The service we are receiving in regards to my late father policy is horrific.I have been calling almost daily but nothing seems to be happening.The call centre staff does not even know what they are doing and it’s like very one is applying general knowledge.This is heart breaking just to think that my son might go through the same pain and struggles should anything happen to me.There is absolutely no consistency in regards to application of rules and principles.To date almost a month later I still don’t understand why is this policy not paid out …Starting to think that I should move my policy elsewhere