Inept and they don't respond to emails

A death benefit was approved for payment over 14 months ago and has still not been paid. They did not respond to my countless emails. Two months ago, they informed me that they would pay this and advised a contact that would process it. Despite sending over 20 emails to him and the call centre they have not responded in any form. They have also not paid the benefit that should have been paid 14 months ago. Shockingly unprofessional, inept and obtuse. In my many years of both professional and business communications, I have NEVER dealt with an organisation that has such dreadful disrespect for clients.