Very bad service

Bad service turn around for a funeral claim is now 72hours , you call and they can't even tell you if you will be assisted . I am dissatisfied with the company I have paid for 5 years , first time claiming you have to be told about company experiencing high volume of claims ,and I don't see why I have to be involved in company lack of administration because if they are not coping they should have hired temp staff ,unlike having dissatisfied clients .