Very bad serive

i took out an funeral policy with old mutual, replacing the old policy i cancelled with Hollard, unfortunately my mother passed away during the 6 months waiting period. my policy clearly stated that if this was a replacement policy they will still pay out the funeral policy which i now have been struggling to sort out for the last 3 weeks. I emailed the CEO Ian Williamson the first two emails went through then i receive and email back showing me i have been blocked in sending any more emails to him, how professional