Claim not paid

We submitted a Claim and received feedback on 23 November 2020. I queried the amount of the Claim on 26 November 2020. I am still awaiting feedback on why only 50% was paid as it should have been the full amount for the specific claim. Also, why, when Momentum know a member has passed away do they continually take full premiums? Does no one there have the concept to phone and query and remove the member. This company do not have a clue about customer service. Ref GE***