Help with claim from outsurance

I have experienced difficulties with outsurance my brother passed away on the 16th of November and i tried to claim from outsurance from Monday the 20th of November i sent them all the required documents and spoke to one of the advisors and they said they would get back to me once they have checked that everything is sorted i waited for them to get back to me they didn’t get back to me instead i had to call them everyday and find out if they had processed the claim yet when i check on the app there’s no claim that atleast shows that it’s being processed i had to go through difficulties with my brothers burial because I couldn’t be assisted in claiming from outsurance today its the 27th of November still with no help from outsurance