Bad customer service

My dad has a policy and passed away, they sms'd me asking for details. I called them spoke to someone and asked that he email me with the request. He did, I sent the details and a few questions via email, he never responded, sent a follow up a few days later, still no reply. Called the call centre and spoke to an agent, requested management contact details and was told do send mail to *** as they will see it, complaints and any queries must go there. Sent same correspondence around a week or so ago and too date no1 has responded?