Very bad service

Trying to sort out a funeral claim and a life claim its been nearly two weeks. I have tried to get hold of the claims department three times today 1st two times held on for over half hour and get cut off I am now holding on going for 51:27 minutes. This is really bad service, surely if they have high volumes they should make sure they have enough staff to assist why are funeral claims taking so long. This was submitted 26 of November 2019, o/s requirements submitted 28 November 2019 it is now the 03rd of December 2019. If the Funeral claim takes so long to process I can just imagine how long the death claim will take.