Poor Service

my mum passed away, I had a policy with old mutual since 2013 and have been diligently paying every month. I have been trying to submit a claim for almost a month. i have sent through documents 3 times already but hear nothing from them. i don't get responses too my emails and keep sending through docs but don't get an acknowledgement of it. the service has been terrible at a time where we are grieving and still trying to wind up the estate and sort out other policies. we don't need this type of service at this time. absoloutely horrified.