MyLife Funeral Cover payout still not received after 5 months.

I took a funeral cover with mylife. When I had to claim, I submitted the claim. They told me it would be processed within 10 working days due to covid19 backlog. After 10 days, I called but no one answered. I’ve been trying to get a hold of them but no success. It’s been 5 months but still no payout received. Their FSP number is 48784.