Bad Service

My mom passed away almost 2 month's ago and she has had a funeral policy since 2014 with them. When I submitted my claim for her benefit I was told to send them the undertaker's invoice which I did but it was not for the full benefit. They then paid the invoice but when it came to the balance I asked them but what about the church and the pastor expenses. I was then told to send the cash receipts. I did so 2 weeks ago and I have not received any feedback nor payment of the balance of the policy. I then logged a complaint and received an sms someone will be in contact and still no one has been in contact. They are quick to send an sms if you are late with a payment but when it comes time to payout you have to jump through hoops and they do not get back to you.