No care or consideration

I submitted a Funeral Claim a week ago after having to phone three times to remind someone to send me the claim form. I then received a mail saying I would be contacted by someone within 48 hours. That didn't happen, so I sent another mail. Only to be asked to fill out a claim form and attached the relevant documentation. I informed the sender that I had indeed sent these a week prior but attached them again. I thought at last someone who could help...but no..my mail was forwarded to yet another person who would help....and alas...I received a reply saying that this person was on leave!!! I have sent yet another request...and still I wait. What's more upsetting is that no one has even realised that this is a death claim on a funeral policy...no consideration and no condolences for someone who is grieving the loss of their father may not be a priority....but is client service too much to ask for too?