Unpaid funeral or death benefit

My late sister had comprehensive policy that was paid after her death , my parents were covered , when my father passed on they did pay funeral claim When my mother passed away never pay funeral claim From 2022 tried to claim death benefit for my late mother from Phoenix branch and their online services even wrote complain to their arbitrator section no response sending communication that administration team is processing claims and communicate with us but until now 2023 no feedback response or payment