Unnecessary delay in finalizing my funeral claim and it's more than 14 days that I'm waiting

I submitted a claim with them on the 15th of April and was assessed by Shanaaz but up until this day there is no feedback from then. I did lodge a complaint but didn't go anywhere. Keep on sending them emails but no reply yet the claim is not finalized and they did confirm that there is no outstanding documents after I submitted the required documents that they asked.